Senior Customer Service Executive
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New
Job summary
Your focus will be on deeply understanding each client’s goals, aligning our solutions to their needs, and proactively supporting their journey to success. You will act as a trusted advisor and advocate, ensuring that every interaction adds value and strengthens the relationship. As part of the Operations Team, you will collaborate closely with cross-functional departments to deliver a seamless, responsive, and impactful customer experience.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
2 years
Job descriptions & requirements
Employer: Optimise Outsourcing Ltd
Work Location: Nairobi (Office-based)
Working Hours: Monday–Friday
Type: Full-Time
1. Introduction to the Role
Optimise Outsourcing is recruiting a detail-driven Senior Customer Service Executive to support an established international retail business and take responsibility for manage customer interactions through onboarding sessions, product training, technical support, and relationship building to drive customer retention and identify growth opportunities.
2. Role Overview
As a Senior Customer Service Executive, you will be instrumental in building and nurturing long-term partnerships with our clients. Your primary responsibility is to ensure that clients derive maximum value from our services and solutions, particularly Risk Proof, by guiding their success, resolving challenges, and maintaining high levels of satisfaction and engagement.
3. About the Client
Our client is a well-established, leading UK Environmental Health Consultancy, helping businesses meet regulatory requirements, reduce risk, and protect people. They work with businesses across hospitality, retail, leisure, and beyond.
They value trust and transparency and work closely with offshore support teams to deliver timely, well-coordinated services. For GDPR and confidentiality reasons, the client’s identity will be disclosed at the interview stage.
4. About Optimise Outsourcing
Optimise Outsourcing is a UK-registered Employer of Record (EOR) and recruitment partner with a strong operational base in Nairobi. We connect high-performing Kenyan professionals with established international businesses and provide:
Full HR and operational support
Structured onboarding and training
Performance coaching and development
A professional, office-based working environment
Joining Optimise means joining a company committed to long-term career growth and operational excellence.
5. Key Responsibilities
• Act as the dedicated point of contact for assigned clients post-onboarding, ensuring a smooth transition and consistently high-quality support.
• Build strong, trust-based relationships by understanding each client’s goals and challenges, delivering tailored guidance that reflects a people-first approach.
• Monitor satisfaction, engagement, and product usage to proactively drive retention and long term success.
• Communicate effectively across internal teams and external stakeholders to ensure client needs are met with clarity and care.
• Collaborate with cross-functional teams to deliver seamless service and ensure operational excellence.
• Identify and resolve issues swiftly, protecting the client experience and demonstrating a passion for problem-solving.
• Advocate for clients internally, sharing insights that inform product and service improvements.
• Lead clients through the RiskProof launch phase, setting clear milestones and ensuring early value delivery.
• Provide ongoing, personalised support for RiskProof users, capturing feedback and enhancing the experience.
• Manage CSAT and NPS surveys for assigned clients, analysing results and driving actions that strengthen loyalty
This role operates within a structured environment where output, accuracy, and timeliness are monitored to maintain quality standards.
6. Essentials
• Customer focused-approach and excellent relationship building skills
• Strong communication skills at all levels and across all disciplines
• Ability to problem-solve and think outside the box
• Ability to manage change within a small business environment in a period of rapid growth
• Someone who listens to others, is patient and understanding
• Analytical and methodical approach, with an ability to work to deadlines under pressure
• Ability to learn new skills and software quickly
• Proficient in the use of standard business applications including Word, Excel and PowerPoint
7. Desirable
• Customer-focused approach
• Strong communication skills
• Problem-solving ability
• Patience and understanding
• Analytical & methodical mindset
• Ability to learn software quickly
• Proficiency in Word, Excel & PowerPoint
8. Working Environment & Equipment
Office-based role in Nairobi.
All equipment provided, including:
o Computer and monitors
o Headset and telephony systems
o Secure access to required systems
Candidates are not required to provide their own equipment.
Remuneration is aligned with experience and current market standards.
9. Application Process (Please Read Carefully)
To be considered for this role, applicants must complete ALL the following:
Step 1 — Complete the mandatory assessment
Step 2 — Upload your CV and cover letter via the assessment portal
Step 3 — Submit your application for review
Application & Assessment Link:
https://app.testgorilla.com/s/1x6ffu67
⚠️ Applications without completed assessments will not be reviewed.
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