• We are seeking a friendly, proactive, and customer-focused Customer Service Representative to join our team in Nairobi. In this role, you will serve as the first point of contact for our customers, ensuring their inquiries and concerns are addressed promptly and professionally. If you are passionate about delivering exceptional service and creating positive customer experiences, we want to hear from you! 

Key Responsibilities: 

• Respond to customer inquiries via phone, email, and online chat. 
• Resolve customer issues efficiently while maintaining a professional demeanor. 
• Provide accurate information about our products and services. 
• Process orders, returns, and other customer requests. 
• Maintain detailed records of customer interactions in the CRM system. 
• Escalate complex issues to the appropriate team for resolution. 
• Identify opportunities for upselling or cross-selling products/services. 
• Collaborate with internal teams to enhance the overall customer experience. 

Qualifications & Requirements: 

• Diploma or Bachelor’s degree in a relevant field e.g., Business Administration, Communications. 
• 1+ years of experience in customer service or a related role is preferred. 
• Excellent verbal and written communication skills in English and Swahili. 
• Strong problem-solving and conflict-resolution abilities. 
• Proficiency in using customer service tools and software e.g., CRM systems. 
• Ability to multitask, prioritize tasks, and work under pressure. 
• A positive attitude with empathy and patience when addressing customer concerns.