We are seeking a highly motivated individual to join our team in this pivotal role, which encompasses a broad spectrum of responsibilities critical to our operational success. The ideal candidate will possess a minimum of five years of relevant experience, along with a proven track record of delivering measurable results in a fast-paced environment. Strong analytical skills, exceptional communication abilities, and the capacity to collaborate effectively with cross-functional teams are essential for this position. Primary duties include managing key projects, analyzing data to drive strategic decisions, and ensuring adherence to company policies and industry regulations. Additionally, the role requires proficiency in industry-standard software tools, the ability to mentor junior staff, and a commitment to continuous professional development.
As a Customer Experience Agent, your responsibilities will include enhancing customer experience, improving retention rates, and converting leads into sales across critical customer interaction points. This role encompasses managing outbound follow-ups, conducting customer check-ins, initiating reactivation and replenishment campaigns, recovering abandoned carts, and maintaining consistent communication via calls, WhatsApp, and email. Collaboration with the Customer Experience team and other cross-functional departments will be essential to ensure a seamless customer journey, elevate satisfaction levels, and contribute to organizational expansion.
Oversee and execute comprehensive administrative duties, ensuring seamless daily operations through meticulous organization and efficient management of office resources. Prepare, review, and distribute essential documents, including reports, correspondence, and presentations, with precision and attention to detail. Collaborate closely with cross-functional teams to facilitate meetings, track project progress, and support decision-making processes. Maintain accurate records, files, and databases while upholding confidentiality and compliance with organizational policies. Provide high-level administrative assistance to executives, anticipating needs and proactively addressing priorities. Manage schedules, coordinate travel arrangements, and act as a liaison between departments to enhance communication and workflow.
Duties include maintaining ongoing engagement with customers to ensure satisfaction and loyalty, as well as addressing their inquiries and concerns promptly. Responsibilities encompass nurturing relationships to reduce churn and strengthen retention efforts while resolving any issues that may arise. Additionally, the role involves providing exceptional assistance and guidance to enhance the customer experience.
Convey feedback, address customer concerns, and uphold a positive experience by performing pre- and post-delivery calls, following established company SOPs.
Conduct follow-up calls with clients three weeks post-consultation to assess their progress, and escalate issues to Beauty Advisors whenever specialized technical assistance is deemed necessary.
Confirm customer attendance for Beauty Advisor appointments by contacting them at least 24 hours prior to the scheduled consultation.
Make customer follow-up calls three weeks post-purchase to solicit reviews, collect insights, and sustain ongoing engagement.
Three months post-purchase, proactively contact customers to promote timely product replenishment and enhance customer engagement.
Weekly, proactively engage customers who have left items in their carts to facilitate the completion of their purchases.
You will proactively contact new, unengaged prospects via WhatsApp and other designated communication channels to nurture potential business opportunities.
Engage inactive customers who have not made a purchase with us in an extended period to rekindle their interest in our brand.
Assist with supplementary customer engagement channels and subsequent follow-up initiatives as needed.
Maintain meticulous, up-to-date, and auditable documentation of all customer engagements, including follow-ups, results, and escalations, within the designated systems.
Drive sales conversions and enhance customer engagement through strategic initiatives and targeted outreach, fostering long-term relationships and maximizing revenue opportunities.
Facilitate the achievement of sales and conversion objectives by assisting with customer follow-up initiatives, campaign implementation, and promotional efforts.
Collaborate on brand and community engagement programs, providing support as required, which may involve occasional involvement in customer-facing or educational content creation initiatives.
Provide weekly updates summarizing key customer concerns, emerging trends, common objections, and expressed preferences.
Assist customers in completing their order booking and checkout processes as needed.
Cross-functional coordination involves collaborating with diverse teams and departments to align objectives, streamline processes, and drive collective success. This role requires effective communication, adaptability, and a proactive approach to fostering synergy across organizational boundaries. Responsibilities include facilitating interdepartmental initiatives, resolving conflicts, and ensuring seamless integration of cross-team efforts to achieve shared goals efficiently.
Collaborate effectively with logistics, warehouse, and other pertinent internal teams to ensure seamless order fulfillment, adhering to established company SOPs and campaign specifications.
Collect and relay customer feedback received after purchases and consultations to the Customer Experience Manager, aiding in efforts to enhance retention and refine service quality.
We enhance content and brand support initiatives, playing a pivotal role in their development and execution. Our responsibilities encompass contributing to the creation, refinement, and dissemination of content while ensuring alignment with brand guidelines and strategic objectives. This involves collaborating with cross-functional teams to maintain consistency, elevate brand messaging, and foster cohesive storytelling across all platforms. Additionally, we monitor performance metrics to assess the impact of our efforts and identify opportunities for continuous improvement.
Where applicable, assist the team by contributing customer insight-driven content or engaging in brand-facing projects, as needed.
Effectively managing communications and fostering strong customer relationships are essential components of this role, requiring interpersonal skills and a customer-centric approach to ensure satisfaction and loyalty.
Oversee designated communication channels—such as the office phone line, WhatsApp, and email—to deliver prompt, high-quality customer assistance.
Develop and nurture enduring customer connections to foster trust, encourage recurring transactions, and enhance long-term loyalty.
Address customer inquiries regarding delivery statuses, order discrepancies, incorrect item deliveries, and fundamental product-related questions, ensuring prompt resolution or escalation as needed.
Other Expectations:
Exhibit exceptional communication skills, maintain a high level of professionalism, and exercise sound judgment when engaging with customers and collaborating with internal teams.
You will embody the brand’s image with professionalism across all customer-facing platforms and service channels.
Proficient in utilizing CRM platforms and customer support tools, with the capacity to perform efficiently within a dynamic, goal-oriented setting.
Possess a strong understanding of commercial principles and exhibit a proactive mindset to enhance customer experience while driving sales targets.
Additional Notes
This position might entail weekend work obligations, specifically Saturdays and select Sundays, contingent upon operational requirements.
Occasionally, you may provide assistance with customer communications on behalf of other internal teams, such as Marketing, adhering to established company guidelines and standard operating procedures.
Weekly evaluations will be conducted to assess performance metrics.
Achieved Customer Touchpoints – The total count of both assigned outbound and inbound customer interactions successfully finalized.
Conversion and Outcomes – The volume of positive results generated from customer engagements, encompassing orders completed, reservations confirmed, feedback submitted, and other designated objectives.
Average response time measures the promptness of replies across designated customer communication channels.
Customer Experience Quality encompasses the effectiveness of customer interactions, the proficiency in resolving issues, and the volume of positive feedback garnered from clients.
Ensuring data integrity and reporting standards involves maintaining complete, precise, and up-to-date entries in the CRM system, documenting thorough follow-up actions, and submitting all required reports punctually.
Attendance and Reliability – Demonstrating punctuality and dependability by consistently meeting scheduled work hours, promptly responding to communications, and ensuring smooth transitions through timely updates during shift changes.
Prospective applicants who meet the necessary qualifications are encouraged to submit their CVs to hr@nani.co.ke, with the job title clearly mentioned in the subject line of the email.
Qualifications
Diploma
