Customer Service Representative - Hardware

About the role

Employd Staffing Solutions, a human capital consultancy in Nairobi, Kenya, is recruiting a Customer Service Representative for its hardware business. The role covers answering customer questions, processing orders, handling complaints and keeping records of interactions.

Key responsibilities

• Answer customer questions about hardware specifications, compatibility, dimensions, finishes and pricing.
• Process incoming product orders, verify pricing, track shipments and coordinate delivery updates with the logistics team.
• Give basic troubleshooting advice and guidance on hardware installation, tool use and product maintenance.
• Investigate complaints about damaged shipments, incorrect parts or product failures and arrange replacements or refunds per company policy.
• Log all customer interactions, support tickets and sales activities in the company's CRM system.
• Report recurring hardware defects and customer feedback trends to the product development and quality assurance teams.

Required profile

• Diploma or bachelor's degree in a business-related field.
• Two to three years of experience in customer service.
• Excellent verbal and written communication, able to explain technical instructions simply.
• Strong critical thinking to resolve shipping delays, missing parts and order discrepancies.

Required skills

• CRM software
• Order entry systems
• Microsoft Office (Word, Excel)

Candidates apply by sending their CV to the employer's recruitment contact, with the subject line "Customer Service Representative - Hardware"; only shortlisted candidates will be contacted.