Customer Service Representative

Customer Service Representative - Sephora

Location: Nairobi, Kenya

Work Model: On-site

Schedule

Training Schedule

• 2:00 PM - 10:30 PM
  

Operations Schedule

• Monday to Sunday
  
• Operating hours: 2:00 PM - 2:00 AM
  
• 9-hour rotating shifts
  
• 2 days off per week
  

About the Role

Join Sephora Kenya as a Customer Service Representative and become part of a globally recognized beauty brand dedicated to delivering exceptional customer experiences.

In this role, you will support customers through chat and phone interactions, assisting with product inquiries, purchases, orders, and general customer support while maintaining Sephora’s high standards of service excellence.

Key Responsibilities

• Assist customers through chat and phone channels.
  
• Handle inquiries related to products, orders, quality concerns, and general support.
  
• Deliver an outstanding customer experience in every interaction.
  
• Stay up to date on products, promotions, and company processes.
  
• Collaborate with Quality Assurance, Trainers, and Team Leads to maintain service standards.
  
• Accurately document customer interactions within internal systems.
  
• Manage multiple tasks efficiently while maintaining professionalism and attention to detail.
  
• Work flexible schedules, including weekends and holidays as required.
  

Requirements

• Advanced English proficiency (C1 level).
  
• 8 months to 1 year of Call Center or Customer Service experience.
  
• Strong verbal and written communication skills.
  
• Excellent customer service and problem-solving abilities.
  
• Ability to multitask and work in a fast-paced environment.
  
• Full availability for rotating schedules.
  
• Ability to successfully complete English and skills assessments.