Customer Service Executive

Responsibilities:

Customer Communication & Support

• Handle all inbound inquiries via phone, WhatsApp, social media, email, and walk-ins.
• Log and respond to product, order, repair, and service questions.
• Maintain clear and professional communication with both retail and institutional customers.

Repair Coordination

• Receive and log all repair requests from customers.
• Collaborate with the technical team to monitor repair progress and ensure timely delivery.
• Keep customers updated on repair timelines and manage any escalations.

Logistics & Order Coordination

• Work closely with the logistics team to ensure accurate and timely delivery of customer orders.
• Track deliveries and follow up on any customer issues post-delivery.
• Help coordinate product pickups, replacements, and returns as needed.

Customer Relationship Management

• Build positive relationships with new and existing customers.
• Follow up with onboarded customers to ensure satisfaction and encourage retention.
• Maintain a customer database and track all interactions and service requests.

Reporting & Feedback

• Report weekly on customer concerns, service trends, and issues requiring escalation.
• Collect feedback from customers and suggest improvements to the product or service process.

Qualifications

• Diploma/Bachelor’s degree in Business, Marketing or related Field
• 2+ years’ experience in customer service or client relations, preferably in tech, retail, or B2B environments
• Excellent communication and interpersonal skills (written and verbal)
• Strong organizational skills and ability to manage multiple requests at once
• Tech-savvy and comfortable using CRMs, ticketing systems, or messaging platforms
• Customer-first mindset and problem-solving attitude
• Experience working in a startup or fast-paced environment
• Familiarity with device repair or technical coordination
• Ability to speak Kiswahili and English fluently