Role Summary
As a Customer Experience Agent, your responsibilities will include enhancing customer experience, fostering retention, and boosting sales conversions at critical customer interaction points. This role requires managing outbound follow-ups, customer check-ins, reactivation and replenishment initiatives, abandoned cart recovery, and routine customer communications 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 overall business expansion.
As part of this role, you will oversee key operational duties, ensuring compliance with established policies and procedures while maintaining high standards of efficiency and accuracy. Your primary focus will include managing daily workflows, coordinating team efforts, and delivering results in line with organizational objectives. In addition, you will be responsible for monitoring performance metrics, identifying areas for improvement, and implementing strategic solutions to enhance productivity. Collaboration with cross-functional teams will be essential to achieve shared goals and foster a cohesive work environment.
Diligently manage customer relationships through proactive follow-up initiatives, ensuring sustained engagement and retention. Provide responsive support to address inquiries and resolve issues promptly, fostering long-term satisfaction and loyalty. Maintain open communication channels to gather feedback, identify opportunities for improvement, and deliver exceptional service experiences.
Conduct pre- and post-delivery calls with customers to collect feedback, resolve concerns, and uphold a positive customer experience, adhering to established company standard operating procedures.
Conduct three-week post-consultation follow-up calls with clients to track their progress and, when necessary, escalate issues to Beauty Advisors for further technical assistance.
To ensure customer attendance, contact Beauty Advisors at least 24 hours prior to each scheduled consultation to confirm their appointment.
Conduct follow-up calls to customers three weeks post-purchase to solicit reviews, collect feedback, and sustain ongoing customer engagement.
Approximately three months post-purchase, proactively contact customers to promote the replenishment of products.
Each week, proactively contact customers who have left items in their online cart to encourage them to finalize their purchases.
Diligently pursue unresponsive prospects via WhatsApp and other designated communication platforms to reignite engagement and foster potential conversions.
Revitalize relationships with customers who have not engaged in purchases for an extended period, aiming to rekindle their interest in our brand and encourage renewed transactions.
Assist with supplementary customer engagement channels and subsequent follow-up initiatives as needed.
Ensure meticulous documentation of customer interactions, subsequent follow-ups, resolutions, and any escalations in the designated systems, adhering to accuracy, timeliness, and verifiability standards.
Sales Conversion and Customer Engagement: Achieve and exceed monthly sales targets by effectively converting prospects into loyal customers. Build and nurture strong relationships with clients through personalized engagement strategies, ensuring their needs are understood and met. Utilize data-driven insights to tailor interactions, enhancing satisfaction and driving repeat business. Collaborate with cross-functional teams to optimize the customer journey, identify opportunities for upselling, and foster long-term loyalty. Maintain a deep understanding of product offerings and market trends to provide informed recommendations and address customer inquiries with confidence. Monitor performance metrics to refine approaches, ensuring continuous improvement in conversion rates and engagement levels.
Drive sales growth and enhance conversion rates by assisting with customer follow-up initiatives, executing marketing campaigns, and implementing promotional strategies.
Support the development and execution of brand and community engagement strategies, with occasional involvement in customer-facing or educational content creation as needed.
Prepare and present weekly reports summarizing customer feedback, highlighting concerns, identifying trends, and outlining objections and preferences.
Assist customers as needed in completing their orders and processing checkouts effectively.
Cross-functional coordination entails collaborating effectively with diverse teams across various departments to achieve unified project goals, ensuring seamless integration of efforts and resources for optimal outcomes. This role requires adept interpersonal skills to foster strong working relationships, facilitate clear communication, and resolve interdepartmental challenges to maintain alignment with organizational objectives. Proficiency in navigating differing priorities, perspectives, and workflows is essential to synchronize contributions and drive collective success.
Collaborate effectively with logistics, warehouse, and other key internal teams to ensure seamless order fulfillment in accordance with established company SOPs and campaign specifications.
Collect and distribute customer feedback received after purchases and consultations to the Customer Experience Manager, enabling efforts to enhance retention and service quality.
We play a key role in enhancing and maintaining content quality while reinforcing brand consistency across all platforms. This position involves collaborating with cross-functional teams to ensure messaging aligns with brand guidelines, supporting content creation efforts, and identifying opportunities to elevate brand presence. Responsibilities include reviewing and refining content, assisting in brand strategy execution, and contributing to initiatives that strengthen brand awareness and recognition.
When necessary, collaborate with the team to develop content grounded in customer insights or engage in initiatives that enhance brand visibility.
We prioritize exceptional communication skills and a strong focus on customer relationship management to ensure seamless interactions and long-term partnerships with clients.
Oversee designated communication platforms—such as the office telephone line, WhatsApp, and email—and deliver prompt, professional assistance to customers.
Develop and nurture enduring customer connections to foster trust, encourage recurring transactions, and ensure sustained retention over time.
Manage routine customer inquiries, including delivery status updates, order-related concerns, reports of incorrect items, and fundamental product-related questions, referring matters to higher-level support when appropriate.
Other Expectations:
Exhibit exceptional communication skills, maintain a high level of professionalism, and exercise sound judgment in all interactions with clients and colleagues.
Act as a brand ambassador, maintaining a professional image across all customer-facing platforms and service channels.
Proficient in CRM systems and customer support software, with the ability to excel in a high-speed, results-oriented setting.
You should exhibit a strong commercial mindset and actively contribute to enhancing customer experience while driving sales objectives forward.
Additional Notes
Weekend availability, encompassing Saturdays and select Sundays, may be necessary to accommodate operational demands.
Occasionally, you may assist with customer communications on behalf of other internal teams, such as Marketing, adhering to established company guidelines and standardized response procedures.
Key performance indicators will undergo weekly evaluation to ensure alignment with organizational objectives and continuous improvement in operational efficiency.
Outbound and inbound customer interactions assigned to the role must be fully addressed and documented. The total count of these completed engagements serves as a key performance metric for evaluating effectiveness in handling customer touchpoints.
Conversion and Outcomes – Successful results achieved through customer engagements, encompassing completed orders, verified reservations, submitted reviews, and other designated objectives.
Ensures consistent and timely follow-up across designated customer communication channels, maintaining adherence to established response time benchmarks.
The role focuses on ensuring high-quality customer interactions, effectively resolving issues, and consistently receiving positive customer feedback.
Ensure the completeness, accuracy, and timeliness of all CRM updates, follow-up documentation, and mandatory reporting obligations, maintaining the highest standards of data integrity throughout.
Consistent attendance and punctual arrival at assigned shifts are crucial, as is prompt responsiveness to communications. Reliable delivery of updates during shift transitions ensures seamless continuity of operations.
Qualified and motivated applicants are encouraged to submit their CVs via email to hr@nani.co.ke, with the job title clearly indicated in the subject line.
Qualifications
Diploma
