Customer Service Representative

POSITION:    CUSTOMER SERVICE REPRESENTATIVE

COMPANY:     NAIROBI CENTRAL HARDWARE LTD.

LOCATION:    BABA DOGO, RUARAKA, NAIROBI
DEADLINE:    ROLLING BASIS

INTRODUCTION:

At Nairobi Central Hardware Ltd., our mission is to provide the broadest selection of high-quality tools & accessories across Kenya & East Africa. Our product range supports the construction, manufacturing, plumbing, home renovation, & farming industries. We are passionate about delivering practical solutions & reliable service.

JOB SUMMARY:
The Customer Service Representative is responsible for managing the front office, attending to customers professionally, handling inquiries and calls, and providing administrative support to various departments including Accounts, Sales, Operations, and IT. The role ensures smooth daily office coordination and excellent customer experience. 

KEY RESPONSIBILITIES:

Front Office & Customer Service

• Receive and welcome walk-in customers, suppliers, and visitors professionally.

• Handle incoming phone calls, WhatsApp inquiries, and emails promptly.

• Direct customers and visitors to the appropriate department or staff member.

• Maintain a clean, organized, and professional reception/front office area.

• Record customer complaints, inquiries, and feedback and escalate where necessary.

• Assist customers with basic product or service information.

Administrative & Back Office Support

• Assist the Accounts department with filing, document organization, invoice printing, and payment follow-ups where assigned.

• Support the Sales team with customer order coordination, quotations, and data entry.

• Help the IT department with basic administrative tasks such as equipment tracking, user logs, and issue reporting.

• Maintain proper filing systems for office documents and records.

• Prepare and update reports, spreadsheets, and office records as required.

• Assist in photocopying, scanning, printing, and document dispatch.

Coordination & Office Support

• Monitor office stationery and front office supplies and report replenishment needs.

• Coordinate courier deliveries and document movement between departments.

• Support internal communication between departments.

• Assist with scheduling meetings and maintaining visitor records.

• Perform any other duties assigned by management in line with the role.

Qualifications & Experience

• Bachelor Degree in Customer Service, Business Administration, Office Administration, or related field.

• Previous experience in customer service, front office, reception, or administrative support is an added advantage.

• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

•  Computer literacy and willingness to learn office systems.

Required Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong customer service orientation.

• Professional appearance and co                nduct.

• Good organizational and multitasking abilities.

• Ability to work under pressure and handle multiple departments.

• Attention to detail and confidentiality.

• Team player with a positive attitude.

Working Conditions

• Office-based role with regular interaction with customers and staff.

• May occasionally assist across departments depending on operational needs.

Performance Indicators (KPIs)

• Customer satisfaction and professionalism.

• Timely handling of customer inquiries.

• Accuracy in administrative support tasks.

• Proper coordination between departments.

• Attendance, punctuality, and responsiveness.

HOW TO APPLY:

• Submit your application through the link below:   

https://forms.gle/1ambTAhBwfX3zURY9

• ONLY contact the HR for any further inquiries, at:

  +254 710 234 671