We are seeking a candidate to assume the position of [Job Title], where they will be responsible for [primary responsibility 1], [primary responsibility 2], and [primary responsibility 3]. The ideal applicant must possess [required skill/qualification 1], [required skill/qualification 2], and [required skill/qualification 3], along with [years of experience, if applicable]. Additionally, familiarity with [specific tool/technology/system] is preferred, as is the ability to [key soft skill]. This role involves collaborating with [teams/departments] to [specific outcome or process], while ensuring adherence to [company standard/policy/guideline]. Successful performance in this role will require a strong aptitude for [critical competency], a commitment to [core value], and the capacity to [additional responsibility].
As a Customer Experience Agent, you’ll play a pivotal role in enhancing customer experience, improving retention rates, and maximizing sales conversions at critical customer interaction points. Your responsibilities will include executing outbound follow-ups, performing customer check-ins, initiating reactivation and replenishment outreach, recovering abandoned carts, and managing daily customer communications via calls, WhatsApp, and email. Collaboration will be essential, as you’ll partner with the Customer Experience team and other cross-functional departments to ensure a seamless customer journey, elevate satisfaction levels, and contribute to the organization’s expansion goals.
Oversee the execution of daily operations in alignment with established policies to ensure smooth functionality. Lead a team of professionals by assigning tasks, monitoring progress, and fostering a collaborative work environment. Develop and implement strategic initiatives to enhance productivity and achieve organizational goals. Prepare and present detailed reports on key performance indicators to senior leadership for informed decision-making. Collaborate with cross-functional teams to align efforts with broader company objectives and drive cohesive outcomes. Maintain compliance with industry regulations and internal standards to mitigate risks and uphold operational integrity.
Duties encompass proactive customer engagement, retention strategies, and comprehensive support initiatives to ensure sustained satisfaction and loyalty. Responsibilities involve maintaining ongoing communication with clients, addressing inquiries promptly, and implementing measures to enhance their experience. The role requires a strong focus on resolving issues efficiently, fostering long-term relationships, and identifying opportunities to improve service delivery. Candidates must demonstrate exceptional interpersonal skills, problem-solving abilities, and a customer-centric mindset to thrive in this position.
Conduct pre- and post-delivery calls with customers to collect feedback, resolve concerns, and uphold a positive customer experience in accordance with established company standard operating procedures.
Three weeks following consultations, proactively contact customers to assess their progress and, when necessary, elevate cases to Beauty Advisors for enhanced technical assistance.
Confirm customer attendance for Beauty Advisor appointments by following up at least 24 hours prior to the scheduled consultation.
Three weeks post-purchase, contact customers to solicit reviews, collect valuable feedback, and foster ongoing engagement through follow-up calls.
Approximately three months post-purchase, initiate proactive outreach to customers to prompt replenishment of the product.
Conduct weekly follow-ups with customers who have left items in their carts to facilitate the completion of their purchases.
Proactively engage with inactive prospects via WhatsApp and other designated communication platforms to rekindle interest and gather updated information.
Revitalize relationships with inactive customers whose last purchase was made significantly prior to the present date, encouraging renewed engagement with our brand and driving repeat business.
Facilitate supplementary customer interactions and subsequent engagement initiatives as needed.
Maintain meticulously documented, prompt, and auditable records of all customer engagements, including follow-ups, results, and escalations, within the designated systems.
Sales conversion and customer engagement strategies are central to driving revenue and fostering long-term client relationships. The role involves developing and implementing initiatives to convert leads into paying customers while enhancing their overall experience. Key responsibilities include analyzing customer behavior, identifying conversion opportunities, and optimizing sales funnels to maximize efficiency. Additionally, the position requires building and nurturing strong customer connections through personalized interactions and targeted engagement tactics.
Enhance sales and conversion objectives by assisting with customer follow-ups, campaign implementation, and promotional initiatives.
Facilitate brand and community engagement strategies by contributing to customer-facing and educational content initiatives as required.
Provide regular weekly updates highlighting key customer issues, emerging trends, market objections, and evolving preferences.
Assist customers in completing order bookings and checkouts as necessary.
Cross-functional coordination involves collaborating with various departments and teams to facilitate alignment and achieve shared objectives, ensuring seamless integration of efforts across the organization. This role requires interfacing with stakeholders, resolving interdepartmental challenges, and promoting cohesive workflows to enhance overall efficiency and effectiveness. Strong interpersonal and communication skills are essential to bridge gaps between teams, foster collaboration, and drive collective progress toward common goals.
Collaborate efficiently with logistics, warehouse operations, and other relevant internal teams to ensure seamless order fulfillment while adhering to company standard operating procedures and campaign specifications.
Collect and distribute customer feedback obtained after purchases and consultations to the Customer Experience Manager, facilitating efforts to enhance retention and service quality.
We play a key role in enhancing our content and brand support initiatives. Our responsibilities include developing and refining content strategies that align with our brand’s voice and objectives. We ensure consistency across all communication channels and support the brand’s overall messaging. Additionally, we collaborate with various teams to produce high-quality materials that reinforce our brand identity and engage our target audience effectively.
Where applicable, provide assistance to the team by developing content grounded in customer insights or engaging in projects that enhance brand visibility.
Effectively engage with customers and manage relationships through clear, consistent communication while addressing inquiries and resolving issues promptly to ensure high levels of satisfaction. Build and maintain strong rapport with clients to foster trust and loyalty, demonstrating a deep understanding of their needs and preferences. Utilize various communication channels—including email, phone, and in-person interactions—to deliver exceptional service and support.
Oversee designated communication channels—such as the office line, WhatsApp, and email—and deliver prompt, high-quality assistance to customers.
Forge enduring customer connections that foster trust, drive recurring sales, and ensure sustained retention.
Address routine customer concerns, including delivery status inquiries, order discrepancies, incorrect item reports, and fundamental product-related questions, ensuring timely escalation when required.
We anticipate you will meet the following expectations:
Demonstrate exceptional communication skills, maintain a high standard of professionalism, and exercise sound judgment in all interactions with customers and internal teams.
Act as the brand’s ambassador on all customer-facing platforms and service channels, ensuring a consistent and professional representation.
Proficient in utilizing CRM platforms and customer support software, with a strong ability to thrive in a high-velocity, results-oriented setting.
Exhibit a keen understanding of market dynamics and an eagerness to contribute to both customer satisfaction and revenue growth objectives.
Additional Notes
Weekend availability is occasionally necessary for this position, encompassing Saturdays and a select number of Sundays, contingent upon operational demands.
You might occasionally assist with customer correspondence on behalf of other internal departments, such as Marketing, adhering to established company protocols and standardized response procedures.
Key performance indicators will be evaluated on a weekly basis to ensure ongoing progress and accountability.
Handled Customer Interactions – Total volume of assigned customer communications, encompassing both outgoing and incoming interactions, successfully concluded.
Achieving successful outcomes from customer engagements involves driving key metrics such as completed orders, verified bookings, submitted reviews, and other designated objectives.
Ensures prompt and consistent responses across all assigned customer communication channels, maintaining efficient response times to meet service standards.
Ensures excellence in customer interactions by effectively addressing inquiries, resolving issues promptly, and consistently receiving positive feedback from clients.
Ensure the completeness, accuracy, and punctuality of all CRM updates, follow-up documentation, and mandatory reporting requirements.
Attendance and Reliability – Demonstrating unwavering commitment by consistently arriving on time for scheduled shifts, maintaining prompt responsiveness to communications, and ensuring seamless transitions through timely updates during handover processes.
Interested and eligible applicants are invited to submit their curriculum vitae via email to hr@nani.co.ke, with the job title clearly indicated in the subject line.
Qualifications
Diploma
