Customer Service Specialist

Department: Customer Service / Sales Support / Operations

Location: Nairobi

Salary: Ksh 35,000

Key Responsibilities:

1. Customer Support & Communication

· Serve as the primary point of contact for customers via phone, email, and in-person interactions.

· Respond promptly to customer inquiries, requests, and complaints in a professional manner.

· Provide accurate information on products, services, pricing, and company policies.

2. Order Processing & Follow-Up

· Receive, process, and track customer orders in coordination with sales, logistics, and production teams.

· Ensure accurate documentation and timely delivery of products or services.

· Follow up with customers to confirm satisfaction and address any post-sale concerns.

3. Issue Resolution

· Investigate and resolve customer complaints efficiently, ensuring appropriate corrective actions are taken.

· Escalate complex or unresolved issues to the relevant departments for quick resolution.

4. Relationship Management

· Build and maintain strong, long-term relationships with customers.

· Identify customer needs and opportunities to upsell or cross-sell products and services.

· Support account management and retention initiatives.

5. Reporting & Documentation

· Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.

· Prepare periodic reports on customer feedback, order trends, and service performance.

· Contribute to process improvement by suggesting service enhancements based on customer feedback.

Qualifications & Experience:

· Diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or related field.

· Minimum 2–3 years’ experience in a customer service or client support role.

· Proficiency in MS Office and experience with CRM or ERP systems (e.g., Salesforce, SAP).

· Excellent written and verbal communication skills.

· Strong organizational and multitasking abilities.

Key Competencies:

· Customer-focused with a positive attitude.

· Excellent interpersonal and problem-solving skills.

· Attention to detail and ability to work under pressure.

· Team player with a proactive approach.

· Strong time management and decision-making skills.

Work Environment:

· Office-based with occasional field interaction depending on the business setup.

· Fast-paced environment requiring professionalism, accuracy, and efficiency.

· Joining: Immediate

· Application: Interested candidates are invited to apply by sending their CVs to careers@msvlgroup.com