Customer Service Representative

About the role

Sephora Kenya is hiring a Customer Service Representative in Nairobi (Westlands) to join a globally recognized beauty brand focused on exceptional customer experiences. You will support customers through chat and phone interactions, helping with product inquiries, purchases, orders and general support while keeping Sephora's high service standards.

Key responsibilities

• Assist customers through chat and phone channels.
• Handle inquiries about products, orders, quality concerns and general support.
• Deliver an outstanding customer experience in every interaction.
• Stay up to date on products, promotions and company processes.
• Collaborate with Quality Assurance, Trainers and Team Leads to maintain service standards.
• Accurately document customer interactions in internal systems.
• Manage multiple tasks efficiently and work flexible schedules, including weekends and holidays as required.

Required profile

• Advanced English proficiency (C1 level).
• 8 months to 1 year of call center or customer service experience.
• Full availability for rotating schedules.
• Ability to complete English and skills assessments.

Required skills

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to multitask in a fast-paced environment.

Schedule: training 2:00 PM - 10:30 PM; operations Monday to Sunday, 2:00 PM - 2:00 AM, 9-hour rotating shifts with 2 days off per week. The position is on-site.