CUSTOMER SERVICE REPRESENTATIVE

DUTIES AND RESPONSIBILITIES

Customer Inquiries and Support:

• First Point of Contact: Handle inbound customer inquiries via phone, email, social media, and in person, addressing all customer questions regarding products, services, and policies.
• Product Information: Provide accurate and up-to-date information regarding product specifications, availability, pricing, delivery timelines, and any other inquiries customers may have.
• Guidance and Assistance: Assist customers in understanding product features and benefits, including making informed decisions about the best materials and solutions for their specific needs.

Order Processing and Management:

• Order Placement: Guide customers through the order process, ensuring all necessary information is collected and processed efficiently, whether for delivery or in-store pickup.
• Order Confirmation and Tracking: Provide customers with order confirmations, track shipments, and update them on the status of their orders in real-time.
• Handling Returns and Exchanges: Process returns or exchanges in line with company policy, ensuring customer satisfaction while adhering to product and warranty guidelines.

Issue Resolution and Customer Support:

• Problem-Solving: Handle complaints, product issues, or delivery delays calmly and professionally, aiming to resolve problems at the first point of contact.
• Conflict Management: Stay composed when managing challenging customer interactions, using diplomacy and empathy to maintain customer loyalty.
• Escalation: For complex or unresolved issues, escalate cases to appropriate departments (e.g., logistics, sales, technical support), ensuring timely resolution.

Follow-Up and Customer Satisfaction:

• After-Sales Support: Follow up with customers after a sale to ensure they are satisfied with the products and services. Seek feedback to continuously improve the customer experience.
• Proactive Outreach: Reach out to customers regarding new product launches, promotions, or changes to existing services to keep them informed and engaged.

Collaboration and Communication:

• Internal Coordination: Work closely with the sales, production, and logistics teams to ensure orders are fulfilled accurately and on time, providing feedback where necessary.
• Reporting: Maintain accurate records of customer interactions, transactions, and feedback to provide insights to management and improve processes.
• Team Meetings: Participate in regular team meetings to discuss customer service challenges, solutions, and best practices to enhance service quality.

System Maintenance and Documentation:

• Database Management: Maintain up-to-date and accurate customer records in the company’s CRM system. Ensure all customer details, inquiries, and issues are logged appropriately.
• Data Entry: Ensure proper data entry for each customer interaction to track order status, issue resolution, and follow-ups.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Customer Service, Business Administration, or a related field
• Minimum of 2-3 years of experience in a customer service or call center role
• Excellent communication skills in both English and Swahili
• Strong interpersonal skills and a customer-first mindset
• Ability to stay calm under pressure and manage multiple tasks efficiently
• Proficient in Microsoft Office and basic CRM or ERP systems
• Prior experience in the building materials, hardware, or manufacturing industry is an added advantage
• Good organizational and time-management abilities

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on This email address is being protected from spambots. You need JavaScript enabled to view it.
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.