Assistant Executive – Customer Service

About the role

The Assistant Executive – Customer Service will support the sales and marketing team by handling customer inquiries, processing orders, and ensuring a high level of satisfaction. This full‑time position is based onsite in Nakuru and requires a proactive, customer‑centric mindset.

Key responsibilities

• Engage with customers via phone, email, SMS and WhatsApp, providing timely updates on deliveries and order status.
• Process customer orders accurately, resolve order‑related issues and support debt collection and system clean‑up.
• Build and maintain strong relationships with customers and distributors, gathering market intelligence on competitor offers and pricing.
• Prepare performance and customer service reports, and support new product development initiatives.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Marketing, Sales, Management or a related field.
• At least 2 years of experience in customer service or a similar role within the FMCG industry.
• Strong communication, negotiation and relationship‑building abilities.
• Analytical and organizational skills with a results‑oriented approach.

Required skills

• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
• Experience using Customer Relationship Management (CRM) systems.
• Knowledge of ERP systems (preferred).