Customer Service Representative

About the role

We are looking for a proactive Customer Service Representative to join our team in Nairobi. The role focuses on delivering prompt, professional support across multiple channels and ensuring every customer interaction ends positively.

Key responsibilities

• Respond to customer inquiries via phone, email, live chat and social media in a timely manner.
• Troubleshoot issues, identify root causes and coordinate swift resolutions.
• Accurately record all interactions and actions in the company CRM system.
• Collaborate with internal departments to resolve complex problems.
• Handle administrative tasks such as preparing nametags and tracking deliveries or parcels.
• Manage and update the company’s social media accounts.

Required profile

• Diploma in Sales and Marketing, Communications or Business Management.
• At least three years of experience in a customer service environment.
• Strong verbal and written communication skills with active listening.
• Digital literacy and ability to operate social media platforms.

Required skills

• Graphic design tools.
• Microsoft Office suite.
• Customer Relationship Management (CRM) systems.