Customer Support & Operations Assistant

ABOUT THE COMPANY

Pigeon promotes baby’s healthy growth and the happiness of mother and family through advanced research and development innovation. For over a half-century since our establishment, Pigeon has worked tirelessly to develop beneficial maternity and baby care products for easy, enjoyable use. Our expertise and dedication to progress are always at your service

JOB SUMMARY

1. POSITION SUMMARYLocation: Westlands, NairobiPosition Type: Full-time (Junior Level)Working hours: Monday to Friday, 9:00 AM – 5:00 PMRemuneration: Ksh 30,000 – 45,000 per month (depending on experience)Reporting to: Senior Operations Staff (with oversight from Managing Director)2. ROLE OVERVIEWWe are a growing distributor of premium baby products seeking a reliable and detail-oriented Operations & Customer Support Assistant.In this role, you will primarily support customer communication and order processing for our D2C (Direct-to-Consumer) business, ensuring a smooth and positive experience for every customer. In addition, you will assist with day-to-day operational tasks such as order fulfillment, packing, and delivery coordination.As part of a lean and dynamic team, you will play a key role in maintaining accurate operations and supporting the efficient flow from customer inquiry to delivery. This is a junior-level position with strong potential for growth based on performance and reliability.3. REQUIREMENTS & QUALIFICATIONSEducation: Minimum Certificate or Diploma in Business Administration, Communication, or a related field.Language: Fluency in English and Kiswahili (both written and spoken) is essential.Technical Skills: Basic Excel skills (e.g., data entry, use of formulas such as SUM, ability to follow existing templates) are required.Attention to Detail: High level of accuracy in handling orders and processing data to minimize errors.Reliability: Strong sense of responsibility, ability to follow instructions accurately, and consistent attendance.Teamwork: Ability to follow instructions from the Senior Staff and work collaboratively in a small team environment.Fresh graduates and career starters are encouraged to apply.4. WHAT WE OFFEROpportunity to work with a globally recognized brand in the mother and baby care industry.Medical benefit: Basic outpatient cover provided.

RESPONSIBILITIES

Customer Inquiry Handling: Respond to customer inquiries via WhatsApp, Social Media, and phone calls in a professional, friendly, and timely manner.Order Processing: Accurately enter customer orders into the system and verify payment confirmations (M-Pesa, etc.).Fulfillment & Packing: Pick, inspect, and pack products with care, ensuring all promotional materials (stickers, etc.) are included as per instructions.Logistics Coordination: Arrange shipments with delivery riders and provide customers with regular delivery status updates.Administrative Support: Assist with inventory counts (stocktaking), basic data entry, and other related duties to ensure smooth daily operations.

REQUIRED SKILLS

Customer service, Customer relations, Customer support, CRM systems, Sales support, Call center operation (customer support)

REQUIRED EDUCATION

Diploma, Associate's degree