Role Summary
As a Customer Experience Agent, your responsibilities will include enhancing customer experience, retention, and sales conversion at critical customer interaction points. This role encompasses conducting outbound follow-ups, customer check-ins, reactivation and replenishment outreach, abandoned cart recovery, and routine customer communication via calls, WhatsApp, and email. Collaboration with the Customer Experience team and other departments will be essential to ensure a seamless customer journey, elevate customer satisfaction, and contribute to overall business growth.
Responsibilities
Dedicated to sustaining and enhancing client relationships, this role focuses on proactive follow-up, retention strategies, and comprehensive support to ensure customer satisfaction and loyalty.
Conduct pre- and post-delivery customer calls to collect feedback, resolve concerns, and uphold a positive customer experience, adhering to established company standard operating procedures.
Conduct follow-up calls with clients three weeks post-consultation to track their progress and, when necessary, escalate issues to Beauty Advisors for further technical assistance.
Ensure customer attendance at Beauty Advisor appointments by confirming their availability at least 24 hours prior to the scheduled consultation.
Conduct follow-up calls to customers three weeks post-purchase for the purpose of soliciting reviews, collecting feedback, and fostering ongoing customer engagement.
Approximately three months post-purchase, reach out to customers to prompt them to replenish their products.
Each week, proactively reach out to customers who have left items in their carts without completing the purchase, helping them finalize their orders with personalized assistance.
Proactively engage with unresponsive prospects via WhatsApp and other designated communication platforms to nurture potential leads.
Drive efforts to re-engage inactive customers who have not made purchases with our brand in an extended period.
Facilitate supplementary customer engagement channels and follow-up initiatives as needed.
Maintain meticulous, up-to-date, and auditable documentation of customer interactions, subsequent follow-ups, resolution outcomes, and any escalation cases within the designated systems.
Sales Conversion and Customer Engagement: Achieve and exceed revenue targets by effectively converting prospects into loyal customers while fostering enduring relationships through personalized interactions and strategic engagement initiatives. Analyze market trends, customer feedback, and performance metrics to refine sales approaches and enhance customer satisfaction. Collaborate with cross-functional teams to align sales strategies with company objectives and deliver exceptional value to clients at every touchpoint.
Play a key role in achieving sales and conversion targets by assisting with customer follow-ups, executing marketing campaigns, and driving promotional initiatives.
Collaborate on brand and community engagement efforts, occasionally contributing to customer-facing or educational content production as required.
Provide regular weekly updates highlighting customer concerns, emerging trends, objections, and preferences.
We assist customers with order processing, including booking and completing transactions as needed.
Cross-Functional Coordination:
Collaborate effectively with logistics, warehouse, and other internal teams to ensure seamless order fulfillment, strictly adhering to company SOPs and campaign specifications.
Collect and distribute customer feedback obtained after purchases and consultations to the Customer Experience Manager, enabling efforts to enhance retention and service quality.
We play a vital role in enhancing content strategies and reinforcing brand consistency across all platforms. Our responsibilities include creating, refining, and optimizing content to align with brand guidelines while ensuring high-quality messaging. Collaborating closely with cross-functional teams, we uphold brand integrity and drive cohesive storytelling that resonates with target audiences. Additionally, we monitor performance metrics to assess content effectiveness and make data-driven adjustments as needed. Strong attention to detail, creativity, and a deep understanding of brand voice are essential for success in this position.
Where applicable, assist the team by contributing customer insight-driven content or engaging in brand-facing projects.
Effectively fostering connections and managing client relationships through clear, consistent communication is essential. This role prioritizes building and maintaining strong relationships with customers to ensure satisfaction and loyalty. Responsibilities include addressing inquiries, resolving issues promptly, and providing exceptional service to enhance the overall customer experience. Proficiency in communication tools and CRM systems is required to streamline interactions and track customer engagement effectively.
Oversee the designated communication channels—such as the office line, WhatsApp, and email—and deliver prompt, high-caliber customer support.
Foster enduring customer connections to cultivate trust, encourage recurring transactions, and enhance long-term loyalty.
Manage standard customer inquiries including delivery status updates, order-related concerns, incorrect item reports, and fundamental product questions, ensuring appropriate escalation when required.
Other Expectations:
Demonstrate the ability to work efficiently in a fast-paced environment while maintaining high standards of accuracy and attention to detail. Exhibit strong problem-solving skills to address challenges proactively and develop effective solutions. Maintain professionalism in all interactions, fostering a positive and collaborative work culture. Adapt quickly to changing priorities and demonstrate flexibility in handling multiple tasks concurrently. Uphold confidentiality and adhere to company policies and ethical standards at all times. Contribute to team success by actively participating in meetings, offering constructive feedback, and supporting colleagues when needed.
Exhibit exceptional communication skills, professional demeanor, and sound judgment when engaging with customers and collaborating with internal teams.
Deliver consistent, brand-aligned representation across all customer-facing platforms and service channels with professionalism and excellence.
Proven ability to leverage CRM systems and customer support tools while thriving in high-pressure, goal-oriented settings is essential.
Display a strong grasp of commercial insights while actively contributing to enhancing customer satisfaction and achieving sales goals.
Additional Notes
Weekend availability, encompassing Saturdays and selected Sundays, may be required based on operational demands.
You might occasionally provide customer communication assistance on behalf of other internal teams, such as Marketing, while adhering to company guidelines and established response standard operating procedures.
Weekly evaluations of performance metrics are conducted to assess progress and ensure alignment with established benchmarks.
Customer interactions managed include the total count of both outbound and inbound customer conversations successfully concluded under assignment.
Conversion and outcomes are measured by the total number of successful customer interactions that result in tangible results, such as completed orders, confirmed reservations, submitted reviews, and other designated objectives.
Responds to customer inquiries across assigned channels with consistent and timely follow-up, ensuring efficient resolution.
Demonstrates a strong commitment to delivering high-quality customer service, focusing on effective handling of inquiries, prompt resolution of issues, and consistently generating positive customer feedback.
Ensuring Data Integrity and Reporting Standards – Maintaining the completeness, precision, and punctuality of CRM updates, follow-up documentation, and mandated reporting deliverables.
Attendance and Reliability – Demonstrates unwavering commitment to scheduled work hours, maintains prompt responsiveness, and ensures seamless transfer of updates in a timely manner.
Qualified and enthusiastic applicants are invited to submit their CVs via email to hr@nani.co.ke, with the job title clearly indicated in the subject line.
Qualifications
Diploma
