Customer Care Representative- Inbound

Position title: Customer Care Representative

Location: Nairobi, Kenya

Career Level: Junior

Reports into: Head of Customer care

About TakaTaka Solutions

TakaTaka Solutions is a social enterprise and the largest waste management and recycling company in Kenya. We are fully vertically integrated and are active in: waste collection, sorting at material recovery facilities, composting of organic waste, buying materials from waste workers at dumpsites, plastic recycling and hazardous waste incineration. Our average recycling rate is 90%, which is one of the highest recycling rates in the world. We have been operating since 2011, manage more than 2,500 tons of waste every month and employ 480 staff. We also help more than 300 informal waste workers in the circular economy increase their income by at least 50%. 

Summary of Role

We are looking for a Customer Care Representative. Your role will be to onboard clients and ensure, they receive training on sorting for recycling and and any related recycling material.  

Specific Responsibilities

• Prepare and maintain a database of all clients who have been onboarded and trained on recycling practices and TakaTaka Solutions

• In collaboration with the sales team, contact, schedule and conduct onboarding/training of new clients

• Ensure training curriculum and content is updated and remains relevant.

• Ensure new clients receive all contents of the welcome pack including gate signs, reception sign, compost, FAQ

• Ensure new clients provide the proper contact person for different issues and they have our official customer care lines for query resolution

• Assist in hosting various stakeholders, such as key clients and new personnel in visits to our sorting site

• Conduct new client CSAT surveys and maintain the appropriate database

• Proactively identify issues raised by clients during the trainings and surveys, direct them to the relevant department and to follow-up to completion

• Identify potential leads and to forward to the sales team for follow-up

• Assist the marketing team in outdoor events

Qualifications

• Diploma in business studies, public relations, social studies, environmental studies or a related field
• Certificate in customer care skills will be an added advantage
• At least one year experience in a corporate setting
• Proficiency in computer applications especially microsoft excel
• Proficient in report writing and keeping
• Smart, presentable and confident for public speaking

Preferred start date

March  2023

To apply

Interested candidates should apply through Brighter Monday with their CV and a short cover letter explaining (a) how this opportunity fits into the candidate’s career goals and (b) what relevant executive support experience they have gained so far.