Customer Service Representative
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Job summary
The Customer Service Representative (CSR) is responsible for delivering exceptional, professional, and solution-oriented customer support across all Sated Skin customer touchpoints. The role involves handling inquiries, resolving complaints, providing skincare guidance, and ensuring accurate documentation within the CRM and related systems. The CSR plays a critical role in strengthening customer trust, satisfaction, and loyalty by communicating clearly, resolving issues efficiently, and upholding Sated Skin’s high standards of service excellence and brand values.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
2 years
Job descriptions & requirements
Department: Customer Support
Location: Nairobi
Position Type: Full-Time
Key Responsibilities
1. Core Customer Service Duties
● Serve as a one-stop customer support contact by responding to inquiries across all channels within defined Service Level Agreements (SLAs).
● Handle customer complaints, concerns, and feedback professionally, empathetically, and diplomatically.
● Demonstrate strong knowledge of Sated Skin’s products, routines, and services ton support informed customer decisions.
● Educate customers on skincare terminology, product benefits, and correct usage to enhance outcomes and satisfaction.
● Resolve customer queries at first contact wherever possible, ensuring timely follow-up and fulfillment of commitments for escalated cases.
● Accurately log, track, and update all customer interactions, comments, complaints, and reviews in the CRM and relevant systems.
● Identify complex or unresolved issues and escalate them appropriately while maintaining ownership of the case.
● Prioritize customer issues efficiently to ensure quick turnaround times and positive experiences.
● Strengthen customer loyalty through thoughtful engagement and appropriate upselling based on customer needs.
2. Quality Assurance and Reporting
● Ensure consistent adherence to customer service quality standards and internal processes.
● Monitor trends in customer feedback, complaints, and inquiries to identify recurring issues.
● Provide regular feedback to management on customer insights, challenges, and improvement opportunities.
● Participate in team meetings focused on performance reviews, quality improvement, and skills development.
3. Additional Responsibilities
● Support the continuous improvement of customer service workflows, processes, and documentation.
● Collaborate with team members to meet daily, weekly, and monthly performance targets.
● Maintain accurate and compliant customer records in line with data protection and privacy regulations.
● Represent and uphold Sated Skin’s core values of innovation, empowerment, and integrity in all customer interactions.
Required Qualifications & Skills
● Diploma or degree in Customer Service, Communication, Business, Beauty Therapy, or a related field.
● Proven experience in customer service, preferably within e-commerce, skincare, beauty, health, or retail.
● Excellent verbal and written communication skills.
● Strong problem-solving, conflict resolution, and multitasking abilities.
● Experience using CRM or customer support platforms (e.g., Richpanel, Zendesk, Freshdesk) is an added advantage.
● Ability to manage multiple communication channels such as WhatsApp, Instagram, email, and live chat.
● Strong interest in skincare, beauty, or wellness, with a willingness to learn product science and routines.
What We Offer
● Structured onboarding and in-depth skincare and product training
● Opportunity to grow within a fast-growing, science-driven skincare brand
● Hands-on exposure to e-commerce operations, CRM systems, and customer experience strategy
● Supportive, performance-driven, and values-led work environment
Our Core Values
● Innovation: Continuously improving customer service practices to enhance the customer experience.
● Empowerment: Educating customers to make confident, informed decisions about their skincare.
● Integrity: Acting transparently and ethically in all customer interactions.
Compensation: Ksh 20,000 - 25,000
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