Customer Care Executive (Entry Level)

About the role

The Customer Care Executive will deliver professional support to customers via chat and email, ensuring timely and personalized assistance. This entry‑level position is based in Nairobi and operates on a shift schedule within a 24/7 call centre environment.

Key responsibilities

• Handle inbound customer inquiries through chat and email with courtesy and professionalism.
• Provide accurate product and service information, verify customer details, and resolve issues.
• Tag communications according to guidelines and maintain quality and compliance standards.
• Meet daily productivity, quality, and KPI targets, including CSAT and AHT.
• Escalate complex cases to the Team Leader and contribute to performance reports.
• Support onboarding and mentorship of new team members when assigned.

Required profile

• Minimum Diploma or Bachelor’s Degree in a relevant field.
• 0–1 year of customer service experience; call‑centre or e‑commerce background is a plus.
• Excellent written and spoken English with strong typing speed.
• Ability to work independently and as part of a team in a fast‑paced environment.

Required skills

• Proficiency in Microsoft Office applications.