Operations & Customer Experience Assistant
Salary: 25,000–30,000 KES
Location: Nairobi, Kenya
Job Summary
Our client, a fast-growing beauty brand focused on helping clients feel confident, stylish, and effortlessly put together is seeking to recruit a motivated, organized, and detail-oriented Operations & Customer Experience Assistant. This dynamic role involves supporting day-to-day business operations, enhancing customer experience, and contributing to the growth of the brand through sales and content support.
The ideal candidate will thrive in a fast-paced environment, take initiative, and enjoy being part of a creative and supportive team.
Key Responsibilities
Customer Experience
- Respond promptly to customer inquiries via WhatsApp, Instagram, and the company website.
- Provide personalized product recommendations to help customers select the right items.
- Offer timely updates on orders, deliveries, and resolve customer concerns professionally.
- Build trust and loyalty by maintaining a friendly, approachable, and solution- oriented tone.
Operations & Fulfilment
- Accurately pack and prepare customer orders, ensuring presentation meets brand standards.
- Coordinate deliveries with riders and couriers to guarantee timely and safe arrival.
- Track and verify order accuracy, reporting any discrepancies or delays.
- Maintain organized stock handling and support inventory management processes.
Sales Support
- Follow up on customer inquiries to convert interest into confirmed sales.
- Identify opportunities to upsell or cross-sell products based on customer needs.
- Share customer feedback, trends, and frequently asked questions with management to improve service delivery.
- Support sales campaigns and promotions by engaging customers and tracking performance.
Content & Social Media
- Assist in creating simple but engaging content such as product videos, photos, and behind-the-scenes posts.
- Support scheduling and posting across social media platforms to maintain consistent engagement.
- Interact with customers online by responding to comments and messages in a timely manner.
- Contribute creative ideas for content that enhances brand visibility and customer connection.
General Support
- Provide assistance with day-to-day administrative and operational tasks.
- Suggest and implement process improvements to enhance efficiency and customer satisfaction.
- Take initiative in areas requiring support, ensuring smooth business operations.
- Collaborate with team members and management to achieve overall business goals.
Minimum Qualifications & Requirements
- Bachelor’s degree or Diploma in Business, Marketing, Communications, or a related field.
- Strong organizational and detail-oriented skills.
- Excellent communication abilities, especially in a friendly and natural tone.
- Proactive mindset with the ability to take initiative.
- Fast learner who adapts quickly to new tasks and environments.
- Positive, reliable, and energetic personality.
- Comfortable working in a fast-paced environment.
Added Advantages
- Proven and prior experience in e-commerce, retail, or beauty.
- Basic content creation skills (TikTok, Reels, Instagram).
- Familiarity with Shopify or order handling systems.
How to Apply:
Interested and qualified candidates are invited to submit their resume and cover letter to careers@morsanhr.co.ke. Please include “Operations & Customer Experience Assistant – Nairobi” in the subject line.
Only shortlisted candidates will be contacted.