Customer Service Representative

About the role

Purpink Gifts Ltd is hiring a full-time Customer Service Representative in Westlands, Nairobi. You will be the friendly voice on the other end of the line, the empathetic chat companion and the reliable email correspondent, delivering exceptional service and support to customers in a timely and efficient way.

Key responsibilities

• Respond promptly to customer inquiries and requests by phone, email, chat and social media.
• Provide accurate, complete information on products, orders, shipping and returns.
• Resolve complaints about product quality, shipping, billing and returns.
• Facilitate customer transactions and payments, ensuring accuracy and security.
• Upsell and cross-sell products and services to increase revenue and loyalty.
• Identify and assess customer needs to achieve satisfaction and retention.
• Collaborate with logistics and product development to resolve issues and improve the customer experience.
• Track and report customer feedback and trends to management.
• Maintain accurate customer records and give feedback on improving service processes.
• Take part in ongoing training and professional development.

Required profile

• Degree in any business-related field.
• 3-4 years of experience in customer service or a related field, preferably in e-commerce.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to stay calm and professional under pressure, and to work both independently and in a team.