Responsibilities

• Responding to Customer Inquiries: Promptly and professionally addressing customer questions and concerns via various channels including phone, WhatsApp, email, and social media.
• Order Support: Assisting customers with order status inquiries, delivery schedules, payment queries, and basic technical support related to website navigation or account issues.
• Problem Resolution: Listening actively to customer feedback and complaints, identifying their needs, and providing accurate, timely, and empathetic solutions.
• Product Knowledge: Developing a comprehensive understanding of Petsasa Kenya’s products and services to accurately advise customers and recommend suitable items for their pets.
• Feedback Collection: Gathering customer feedback to identify common issues and suggest improvements to products, services, or processes.
• Returns & Refunds: Guiding customers through the return and refund process according to company policy.
• Collaboration: Working closely with the logistics, inventory, and rest of the teams to resolve complex customer issues efficiently.

Requirements

• Currently pursuing or recently completed a Diploma or Bachelor‘s degree in Customer Service, Business, Communications, Public Relations, Marketing or a related field.
• Exceptional verbal and written communication skills in both English and Kiswahili.
• A genuinely empathetic and patient approach to customer interactions.
• Strong problem-solving abilities and a proactive mindset.
• Excellent organizational and time management skills.
• Proficiency in using basic computer applications.
• Ability to remain calm and professional under pressure.
• Familiarity with retail or e-commerce is an advantage.
• A genuine love for pets and understanding of pet owner needs is a significant advantage!