Customer Service Champion

About the role

The Customer Service Champion will act as a brand ambassador and relationship manager, overseeing the entire customer journey from enquiry to post‑service follow‑up across Lorenzo Group’s laundry and cleaning services.

Key responsibilities

• Welcome customers, provide accurate service information, and maintain communication throughout the service journey.
• Inspect, count and tag garments, ensuring accurate order records and traceability.
• Drive branch sales, acquisition and retention targets through cross‑selling and upselling.
• Coordinate production and logistics, ensuring timely collection and delivery.
• Perform quality checks, handle complaints, and execute service recovery actions.
• Manage payments, reconcile daily orders and report any revenue discrepancies.
• Maintain branch standards, record keeping and shift handovers.

Required profile

• Diploma in Business, Customer Service, Sales, Marketing, Hospitality or related field.
• Prior customer‑facing experience, preferably in services or hospitality.
• Strong communication skills in English (Kiswahili a plus) and ability to work flexible shifts.
• On‑site availability in Nairobi County with good time‑management and attention to detail.

Required skills

• POS system proficiency
• Computer literacy
• WhatsApp and email usage