Reports to: E- Commerce Head
Location: Nairobi
Overall responsibility: Ensuring that all calls, product reviews, questions and emails are responded to in a professional and courteous manner, building a relationship with the customer and resolving the customer’s questions and concerns and managing orders.
Essential Functions & Key Responsibilities:
Order management
Ensure online order information is verified, accurate and processed for a timely delivery.
Enter orders into the e-commerce system & confirm back to the customer.
File customer orders in the designated area as needed.
Support with matters concerning shipping and product information.
Receiving goods from suppliers into the warehouse and preparing a delivery report.
Quality check of goods coming in and out of the warehouse.
Barcoding products within the warehouse.
Picking and packing orders meant for delivery.
Dispatching of orders from the e-commerce store with delivery partners.
Ensure daily receiving, packing, delivery plans and payments from customers are completed.
Processing product returns from customers.
Maintain inventory by conducting physical counts; reconciling variances; inputting data on an inventory system, complete reporting for the process.
Overseeing invoicing processes and coordinating relevant stock management processes.
Liaise with E-Commerce lead as significant performance or fulfilment issues occur within the warehouse
Maintain a safe, clean and organized warehouse.
Customer service/Client relations
Handle and monitor online live-chat support; be able to handle chat and phone simultaneously.
Respond to all customer inquiries (email, phone or chat), resolve complaints, product reviews, returns, disputes within a documented and timely manner.
Investigate inquiries and resolve problems.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customers through open and interactive communication.
Handle customer complaints quickly, provide appropriate solutions and alternatives in a timely manner; follow up with the customer to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
Handling office admin work.
Other duties as assigned as needed.
Candidate Requirements:
Diploma or degree in communication, marketing or business related field with Proven track record of excellent customer support experiences as a client service representative.
2-3 year’s customer service experience in an e-commerce environment
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Digital marketing and social media management skills will be a plus.
Proficient in Excel, Word.
Flexible schedule, to include evenings/weekends if needed to accommodate business.
