Your role:
The Customer Advocate will be tasked with providing top-tier customer service with the view of accelerating sales by supporting new customers with their first orders on Tushop. The Customer Advocate will be stationed at Tushop storefronts and ensure that customers receive their ordered goods. The Customer Advocate will also be responsible for collecting feedback and insights from the work to share with the respective teams and departments at Tushop, including Procurement, Logistics, Customer Success, Marketing, and Product Teams. Success for the role includes successful storefront performance.
The ideal candidate has on-the-ground customer service, administration, and community-building experience and appetite, has extensive experience of what its like to be a Kenyan consumer (either by working in FMCG, retail, or as a consumer), and is looking forward to committing to building something valuable for Kenya.
Key Responsibilities:
Manage a Tushop storefront, delivering customer service, onboarding new customers, and fulfilling orders
Keeping clear inventory and payment records
Ensuring a safe and secure environment for the storefront
Capturing data, feedback, and collecting ideas for the rest of Tushop
Training new Customer Advocates
Setting up new storefronts across Nairobi
Effectively and reliably dispatch orders to end customers
Build strong and positive relationships with surrounding stores and dukas
Represent Tushop at all nearby events
Engage in marketing activities to help increase brand awareness and customer loyalty
Managing and driving outbound and inbound customer service calls, resolving complaints creatively, in line with Tushops values and commercial constraints.
Inform end customers about offers
Conduct market research to identify opportunities for new products/services within markets
The profile we’re likely to hire:
Bachelor’s degree in a relevant field (including anything to do with sales, business development, administration, marketing, product development, and entrepreneurship)
2+ years of experience working in Customer Support, Sales and Marketing, or Operations
Experience in the e-commerce, retail, FMCG sectors is a plus
An entrepreneur at heart (who also derives energy by working with people on the ground; a peoples problem solver)
Excellent communication and interpersonal skills, with the ability to build relationships and influence others, and to be a joy to work with
An extrovert, a great communicator, someone whos driven and high-energy
Strong analytical skills and ability to identify and prioritize key initiatives and opportunities; exemplary ability to prioritize for efficiencies and impact
High level of organization and attention to detail
An individual who exemplifies integrity and honesty
Proven customer support experience
Familiarity with CRM systems and practices
Active listening, and presentation skills
Previous experience at a tech startup is a plus
Apply via :
www.careers-page.com
