57 Retail Operations Associate jobs in Kenya

Our client is seeking a dedicated and customer-oriented Customer Service Representative to join their team in Ongata Rongai. This role requires a proactive approach to assisting customers, resolving inquiries, and ensuring a positive brand experience. You will be the primary point of contact for customers, handling calls, emails, and potentially in-person interactions, providing accurate information and efficient solutions. The ideal candidate possesses excellent communication and interpersonal skills, a patient demeanor, and a commitment to exceeding customer expectations. Strong problem-solving abilities and a friendly, professional attitude are essential for success in this role.
Key Responsibilities:

• Respond to customer inquiries via phone, email, and potentially in person in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues efficiently and empathetically.
• Process orders, returns, and exchanges accurately.
• Maintain customer records and update account information as needed.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Collaborate with other departments to resolve complex customer issues.
• Adhere to company service standards and quality guidelines.
• Contribute to team goals and continuously improve customer service processes.
• Gather customer feedback to help improve products and services.

Qualifications:

• High school diploma or equivalent; some college education or customer service training is a plus.
• Minimum of 2 years of experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient and professional demeanor with a customer-first attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM software and other customer service tools.
• Ability to work effectively as part of a team.
• Adaptability to learn new products and processes quickly.
• Familiarity with the local market is beneficial.

This is a crucial role for our client, directly impacting customer satisfaction and loyalty. If you are passionate about helping people and possess outstanding customer service skills, we encourage you to apply.

Our client is seeking dedicated and empathetic Customer Service Representatives to join their team. This hybrid role offers the flexibility of working both from home and in the office, providing a balanced work environment. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience across various communication channels.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments.
• Provide accurate information about products and services.
• Process orders, returns, and exchanges according to company policies.
• Educate customers on product features and benefits.
• Maintain customer records by updating account information.
• Identify and escalate priority issues or recurring problems.
• Gather customer feedback and share it with relevant teams for service improvement.
• Adhere to company guidelines and policies in all customer interactions.
• Achieve and exceed performance targets for customer satisfaction and issue resolution.
• Participate in team meetings and training sessions to enhance product knowledge and service skills.

Qualifications:

• High school diploma or equivalent required; some college or a degree is a plus.
• Previous experience in customer service, call center, or a related field is highly desirable.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to remain patient and professional under pressure.
• Proficiency in using customer relationship management (CRM) software and basic computer applications.
• Comfortable working in a hybrid model, splitting time between remote and in-office duties.
• Adaptable to changing customer needs and business requirements.
• A positive attitude and a willingness to learn.

This is a great opportunity for individuals who enjoy helping others and are looking for a role that combines remote flexibility with in-office collaboration. Join our client's team and make a difference in customer satisfaction.

About Us Zeplin Investments Ltd is a leading Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We specialize in providing tailored solutions to our clients while upholding the highest standards of operational excellence. Position Overview We are looking for a highly skilled and motivated Customer Service Agent to join our team. This role plays a key part in managing customer interactions, ensuring timely resolution of inquiries, and maintaining outstanding service standards. The ideal candidate will have proven experience in customer support, preferably within the ISP or telecommunications industry, and will contribute to both operational efficiency and customer satisfaction.

Key Responsibilities

Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution.

Provide technical support for customers experiencing internet connectivity issues through clear and accurate troubleshooting.

Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism.

Educate customers on service plans, available upgrades, and changes to their accounts or service terms.

Ensure all customer interactions align with company policies, quality standards, and regulatory requirements.

Mentor and guide junior support agents by providing feedback and coaching to uphold service excellence.

Maintain accurate records of customer interactions, service issues, and resolutions.

Escalate unresolved matters to the relevant departments for timely resolution.

Identify opportunities to improve customer satisfaction and retention by addressing service gaps.

Collect and analyze customer feedback to support continuous service improvement.

Collaborate with Sales, Technical Support, and Network Operations teams to deliver a seamless customer experience.

Requirements

A minimum of a Diploma or Bachelor's degree  in Business Administration, Communication, Public Relations, Information Technology  or a related field.

Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry.

Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues.

Proficiency in using CRM platforms and support ticketing systems.

Excellent communication, interpersonal, and conflict-resolution skills.

Ability to work both independently and collaboratively in a fast-paced environment.

Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage.

High level of attention to detail, with strong organizational and documentation skills.

Benefits

Lunch is provided.

Opportunities for career growth and professional development.

A supportive and collaborative work environment.

Our client in the furniture manufacturing industry is looking for a Customer Service Coordinator to join their Operations team.

Key Responsibilities:

Manage overall client communication for processed orders – Act as the main point of contact between the Operations team and clients, ensuring all updates, queries, and concerns are addressed promptly and professionally.

Liaise with Sales, Production, and Supply Chain departments – Work closely with internal teams to ensure smooth order processing and timely delivery, while maintaining alignment with client requirements.

Escalate client issues to relevant departments – Identify and escalate operational or service-related challenges to the right teams for quick and effective resolution.

Oversee order distribution to departments – Ensure all incoming orders are accurately assigned to the correct departments for processing, tracking, and delivery.

Prepare operational reports and dashboards – Compile and analyze operational data to create reports and visual dashboards that support decision-making and performance tracking.

Manage the after-sales department – Oversee after-sales activities to ensure clients receive continuous support, issue resolution, and a positive post-purchase experience.

Update and chair Work-In-Progress (WIP) meetings – Lead regular operational meetings to track progress, address challenges, and align team priorities.

Undertake other assigned duties – Support the operations team and management by taking on additional responsibilities as needed to meet business goals.

Requirements

Qualifications:

Diploma or Bachelor’s degree in Business Administration, Customer Service, Operations Management, or related field.

Minimum 3 years’ experience in customer service, operations, or a related role.

Must have attained a minimum grade of B- (minus) in KCSE (Form 4).

Proficiency in MS Office Suite (Excel, Word, PowerPoint).

Experience in preparing reports and dashboards is an added advantage.

Soft Skills:

Excellent communication and interpersonal skills.

Strong problem-solving and conflict-resolution abilities.

High attention to detail and accuracy.

Ability to work under pressure and meet deadlines.

Strong organizational and multitasking skills.

Customer-focused mindset with a proactive approach.

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._

Our client, a dynamic and growing e-commerce company, is seeking a motivated and experienced Customer Service Team Lead to join their fully remote team. You will be responsible for leading a team of customer service representatives, ensuring the delivery of exceptional customer support and fostering a positive customer experience. This role requires a blend of leadership, problem-solving, and communication skills, with a deep understanding of customer service best practices. Your primary duties will include coaching and mentoring team members, monitoring performance metrics, resolving escalated customer issues, and implementing strategies to improve customer satisfaction and loyalty. You will play a key role in training new hires, developing support resources, and ensuring adherence to company policies and service standards. The ideal candidate will have a proven track record in customer service management, with demonstrated success in team leadership and improving key performance indicators. Excellent communication, conflict resolution, and interpersonal skills are essential. You should be adept at analyzing customer feedback and identifying trends to drive service improvements. This position offers the opportunity to make a significant impact on customer retention and brand reputation in a fully remote capacity.Location: Mlolongo, Machakos, KE (Fully Remote).
Responsibilities:

• Lead, coach, and mentor a team of customer service representatives.
• Monitor team performance and provide regular feedback.
• Handle escalated customer inquiries and resolve complex issues.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Train new team members on products, services, and support procedures.
• Ensure adherence to company policies and service level agreements.
• Analyze customer feedback and identify areas for improvement.
• Collaborate with other departments to address customer needs.
• Maintain accurate records of customer interactions and transactions.
• Contribute to the development of customer support documentation and knowledge base articles.

Qualifications:

• 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 supervisory or leadership role.
• Proven ability to lead and motivate a team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong problem-solving abilities and a customer-centric approach.
• Experience with CRM software and customer support platforms.
• Ability to work independently and manage responsibilities in a remote environment.
• A positive attitude and a passion for customer service excellence.