Customer Service Representatives
Location: Nairobi
Salary: KES 30,000 (Net)
Job Summary
Our client is seeking to recruit two experienced Customer Service Representatives who will play a vital role in ensuring outstanding customer experiences through both call and chat support. The successful candidates will be responsible for handling inquiries, resolving complaints, providing accurate product information, and maintaining service quality standards. The ideal candidates should be bubbly, energetic, and customer-focused, with proven call center experience and excellent communication skills.
Key Responsibilities
1. Manage customer interactions via calls and chats: Respond promptly and courteously to customer inquiries, ensuring that all interactions are handled with professionalism and empathy.
2. Provide accurate and timely information: Offer clear and precise details about products, services, promotions, and policies to help customers make informed decisions.
3. Resolve customer complaints: Take ownership of customer issues, investigate problems thoroughly, and provide effective solutions, escalating where necessary to achieve resolution.
4. Follow up on customer cases: Ensure unresolved issues are tracked and followed up until full closure, keeping customers informed throughout the process.
5. Maintain accurate records: Document all customer interactions and resolutions in the CRM system, ensuring data integrity and proper follow-up.
6. Meet performance metrics: Consistently achieve set targets for response time, first-call resolution, and customer satisfaction scores, contributing to overall team performance.
7. Assist with order management: Support customers in tracking their orders, processing returns, exchanges, and refunds in accordance with company policies.
8. Provide feedback for improvement: Relay customer insights, concerns, and suggestions to the management team to help improve products, services, and processes.
9. Collaborate with cross-functional teams: Work closely with operations, logistics, and product teams to resolve customer issues that require additional support.
10. Stay updated on company offerings: Continuously update knowledge of products, services, promotions, and system updates to ensure accurate communication with customers.
11. Uphold confidentiality standards: Protect customer personal information by strictly adhering to data privacy and confidentiality requirements.
12. Handle multiple tasks effectively: Manage several chat sessions and call queries simultaneously while maintaining quality and professionalism.
13. Participate in training and coaching sessions: Engage in ongoing training, skills development, and performance reviews to continually enhance customer service delivery.
14. Support customer retention initiatives: Provide personalized assistance and after-service follow-up when needed, ensuring long-term customer loyalty.
15. Contribute to a positive team culture: Demonstrate teamwork, respect, and commitment to service excellence, fostering a supportive and customer-first working environment.
Minimum Qualifications & Requirements
• Diploma or Degree in Business Administration, Public Relations, Communication, Customer Service, or a related field.
• Minimum of 5 years’ proven experience in a call center or customer service role.
• Strong communication skills (both written and verbal) and active listening ability.
• Proficiency in handling both chat and call-based support.
• Ability to manage high call/chat volumes under pressure while maintaining quality.
• Strong problem-solving and conflict resolution skills.
• Proficiency in Microsoft Office Suite and CRM systems is an added advantage.
• Energetic, positive, and customer-focused personality.
• High level of integrity, confidentiality, and professionalism.
• Ladies are strongly encouraged to apply.
Application Process
If you are looking to take the next step in your customer service career, our client wants to hear from you! Submit your updated CV detailing your experience and suitability for the role to careers@morsanhr.co.ke
Please note that only shortlisted candidates will be contacted.
Job Location: Nairobi Office