Customer Service Representative- Nairobi at Morsan HR Consulting

We are seeking a passionate and proactive Customer Service Representative to join our client. The ideal candidate will serve as the face and voice of the company by providing excellent support to customers, ensuring inquiries are handled efficiently and professionally, and maintaining strong customer satisfaction and retention.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries across various channels including phone, email, in-person, and social media.
• Address and resolve product or service issues raised by customers in a timely and professional manner.
• Maintain accurate records of customer interactions, complaints, and resolutions using internal systems.
• Guide customers through product features, service processes, and troubleshooting steps.
• Escalate unresolved issues to relevant departments while maintaining accountability for follow-up.
• Monitor and respond to customer feedback to help improve service delivery and overall satisfaction.
• Collaborate with internal departments such as sales, dispatch, and accounts to resolve client- related issues.
• Assist in processing orders, forms, applications, and requests as needed.
• Provide proactive updates to customers regarding the status of their issues, deliveries, or requests.
• Support the front office by managing walk-ins and directing clients appropriately.
• Ensure a clean and organized customer service environment, whether physical or digital.
• Participate in training and development sessions to stay informed on products and best practices.
• Suggest ways to improve service procedures, policies, and standards.
• Handle difficult or emotional customers with empathy, patience, and professionalism.
• Uphold the company’s image by maintaining courtesy, professionalism, and efficiency at all times.

Qualifications:

• A Bachelor’s degree or Diploma in Customer Service, Business Administration, Communication, or a related field.
• 2 to 3 years of proven experience in a customer service or front office role.
• Proficient in both English and Kiswahili, with excellent written and verbal communication skills.
• Strong interpersonal and listening skills.
• Comfortable using basic computer applications (MS Office, email) and customer management systems.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• High emotional intelligence, patience, and attention to detail.
• Positive attitude and willingness to learn and adapt in a dynamic work environment.