CUSTOMER SERVICE REPRESENTATIVE

JOB TITLE:CUSTOMER SERVICE REPRESENTATIVE

NATURE OF JOB: FULL TIME

SALARY:KSHS. 20,000-25,000

JOB LOCATION:GIGIRI

DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for all customer inquiries via phone, email, social media, or in-person visits.
• Provide accurate information about products, services, pricing, and delivery timelines.
• Educate customers on procedures, policies, and available solutions.
• Handle complaints, returns, and service issues professionally and promptly.
• Follow up with customers to ensure satisfaction and resolution of issues.
• Manage the front desk area including handling incoming calls, greeting visitors, and directing them appropriately.
• Maintain a tidy, organized, and professional reception area.
• Schedule and confirm appointments, bookings, or dispatches where applicable.
• Liaise with the logistics/dispatch team to track customer orders and delivery status.
• Update customers on delivery timelines and resolve any delays or issues that may arise.
• Confirm and record customer order details, ensuring accuracy before processing.
• Accurately log all customer interactions, feedback, and complaints in the CRM or internal system.
• Maintain up-to-date customer records, contact details, and service history.
• Generate basic reports on customer trends, feedback, and service issues.
• Identify recurring customer concerns and report them to management for strategic resolution.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Work closely with the operations, sales, and dispatch teams to ensure smooth customer service flow.
• Communicate internal delays, stock issues, or delivery problems to customers in a timely manner.
• Participate in team meetings and contribute feedback for improving service quality.
• Assist in basic office tasks such as filing, photocopying, and inventory of front office supplies.
• Prepare and issue customer documents such as receipts, order confirmations, and invoices when needed.
• Actively seek feedback from customers to improve services.
• Recommend improvements in processes, scripts, or systems to enhance the customer journey.
• Maintain confidentiality and professionalism at all times.
• Uphold company values and ensure a high standard of service delivery in every customer interaction.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Business Administration, Communication, Marketing, or a related field.
• Proven experience in a customer service or front office role.
• Previous experience in the delivery or logistics sector is a strong advantage.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-centric attitude.
• Ability to multitask and handle pressure in a fast-paced environment.
• Proficient in Microsoft Office (Word, Excel, Outlook); experience with CRM systems is an added advantage.
  
• Professional appearance and demeanor.