Customer Service Officer

About the role

The Customer Service Officer will be the first point of contact for pet owners visiting our Nairobi Westlands location. You will ensure a welcoming, professional experience while guiding customers through product selections and service bookings.

Key responsibilities

• Greet customers in person, by phone, email and social media, delivering exceptional service.
• Assist clients in choosing appropriate pet products and services.
• Schedule grooming, veterinary consultations, boarding and other pet services.
• Handle complaints promptly, maintaining positive relationships.
• Process sales accurately using the POS system.
• Maintain up‑to‑date customer records and appointment schedules.
• Promote offers, loyalty programmes and new products.
• Keep reception and service areas clean and organized.
• Collaborate with veterinarians, groomers and retail staff for seamless experiences.
• Support merchandising and shelf stocking when needed.
• Observe and report any pet welfare or behaviour concerns.

Required profile

• Diploma or Bachelor’s degree in Customer Service, Business Administration, Marketing, Hospitality, Animal Science or related field.
• Minimum two years of experience in customer service, retail, hospitality, veterinary clinics or pet stores.
• Passion for animals and confidence handling pets.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship‑management abilities.

Required skills

• Proficiency with Microsoft Office.
• Experience using Point of Sale (POS) systems.