28 Customer Service jobs in Kiambu

• Respond to customer inquiries and resolve issues via phone, email, and chat channels in a timely and professional manner.
• Provide detailed product and service information, guiding customers through solutions.
• Troubleshoot and diagnose customer problems, escalating complex issues to appropriate departments when necessary.
• Maintain accurate records of customer interactions and transactions.
• Identify and communicate trends in customer inquiries and feedback to the management team.
• Assist in training and mentoring new customer service representatives.
• Proactively identify opportunities to enhance the customer experience.
• Ensure adherence to company policies and customer service standards.
• Contribute to team goals and objectives, aiming for high customer satisfaction ratings.
• Handle customer complaints and work towards satisfactory resolutions.

• High school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• Minimum of 3 years of experience in a customer service or support role, with at least 1 year in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Ability to remain calm and professional under pressure.
• Self-motivated and able to work independently in a remote setting.
• Strong typing skills and familiarity with customer service software.
• Demonstrated ability to handle complex customer issues and provide effective solutions.

JOB TITLE: CUSTOMER SERVICE COORDINATOR

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a man power management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Customer Service Coordinator to work in Nairobi, Kenya

Job Summary:

The role will be responsible for providing support in the FFL Imports /exports function effectively and efficiently in compliance with client and customer requirements.

DUTIES & RESPONSIBILITIES:

·    Compliance with local authorities’ requirement for imports/exports, including but not limited to:

ü  Processing of permits and IDFs

ü  Co-ordinate shipping & logistics activities per client requirements

ü  Prepare Certificates such certificates of Origin, (EAC /COMESA)

ü   Prepare and dispatch files for customs clearance

ü  Generate other government agencies clearance documents

·    Implement exports / imports SOPs

·    Maintain exports/ imports records.

·    Receive and record exports / imports customer orders

·    Raise pro-forma invoices for customer orders

·    Communicate with customers to obtain shipment approval as soon as possible

·    Prepare export / imports documentation as per customer requirements

·    Prepare export documentation to comply with terms of applicable letters of credit

·    Capture orders in SAP and ensure pack and shelf-life requirements per market

·    Support on induction process for new employees

·    Engage with inspection authorities to ensure timely inspection

·    Book approved consignments for transit

·    Send pre/post alerts

·    Track shipments to destination

·    Maintain outbound shipments PODs

·    Update clients as necessary.

·    Participate in the implementation of departmental and site EMS objectives.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

·    Ability to work independently with minimal supervision

Interested and qualified applicants should submit their applications through the link below.

Note:

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

·    Ability to work independently with minimal supervision

• Lead, mentor, and manage a team of remote customer service representatives.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Train new hires and provide ongoing development opportunities for the team.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Collaborate with other departments (e.g., Sales, Product) to address customer needs and improve the overall customer experience.
• Manage the scheduling and allocation of resources for the customer service team.
• Stay updated on industry trends and best practices in customer service and remote team management.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role overseeing remote teams.
• Proven experience in developing and implementing customer service strategies.
• Strong understanding of customer service metrics and KPIs (e.g., CSAT, NPS, FCR).
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer service tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to inspire and motivate a remote team.
• Strong organizational and time-management skills.
• Must have a reliable internet connection and a professional home office setup.

• Lead, coach, and mentor a team of customer service representatives.
• Monitor team performance and key customer service metrics.
• Handle escalated customer inquiries and resolve complex issues.
• Develop and implement strategies to improve customer satisfaction.
• Conduct performance reviews and provide regular feedback to team members.
• Develop and deliver training programs for the customer service team.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Analyze customer feedback and identify trends for service improvement.
• Collaborate with other departments to resolve customer issues.
• Foster a positive and supportive team environment.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
• Proven experience leading and managing remote customer service teams.
• Strong understanding of customer service best practices and metrics.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Ability to motivate and guide a remote team effectively.
• Strong organizational and time management skills.

• Conduct personalized virtual consultations to understand client needs and preferences.
• Provide expert advice and recommendations on beauty and wellness products and services.
• Educate clients on product usage, benefits, and complementary wellness practices.
• Build and maintain strong, positive relationships with a portfolio of clients.
• Address client inquiries, concerns, and feedback promptly and professionally.
• Troubleshoot issues and resolve client problems to ensure satisfaction.
• Stay current with industry trends, new product developments, and wellness practices.
• Collaborate with internal teams to share client insights and contribute to service enhancements.
• Achieve client retention and satisfaction targets.
• Maintain accurate client records and consultation notes.

• Proven experience in the beauty, skincare, or wellness industry, with a strong product knowledge base.
• Excellent understanding of skincare, cosmetic application, holistic wellness, and beauty trends.
• Exceptional communication, listening, and interpersonal skills.
• Demonstrated ability to provide personalized customer service and build client rapport.
• Experience with virtual consultations and client management systems.
• Proficiency in using digital communication tools and platforms.
• Ability to work independently and manage client relationships effectively in a remote setting.
• A passion for beauty and wellness and a desire to help clients achieve their goals.
• Previous sales or client advisory experience is a strong advantage.
• Relevant certifications in esthetics, cosmetology, or wellness are beneficial.