The primary responsibility of this position involves collaborating with cross-functional teams to drive project initiatives and achieve organizational objectives. Key qualifications include a proven track record in strategic planning, exceptional analytical abilities, and strong interpersonal skills to facilitate effective communication. Day-to-day duties encompass overseeing workflow processes, identifying opportunities for improvement, and ensuring adherence to industry standards and best practices. Additionally, the role demands a commitment to continuous learning to stay abreast of emerging trends and technologies in the field.
As a Customer Experience Agent, your responsibilities will include enhancing customer experience, retention, and sales conversion at critical customer touchpoints. You will conduct outbound follow-ups, perform customer check-ins, initiate reactivation and replenishment outreach, recover abandoned carts, and manage day-to-day customer interactions 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 customer satisfaction, and contribute to business expansion.
Conducts a comprehensive range of duties encompassing project oversight, stakeholder engagement, and resource allocation to ensure seamless execution of objectives. Collaborates with cross-functional teams to align efforts with strategic goals, monitors progress through established metrics, and implements corrective measures as needed. Maintains documentation and reporting standards to uphold transparency and accountability while fostering an environment of continuous improvement and innovation.
Customer follow-up, retention, and support initiatives involve maintaining ongoing engagement with clients to ensure satisfaction, address inquiries promptly, and foster long-term relationships. This includes proactively checking in with customers, resolving any issues that may arise, and implementing strategies to enhance their experience and loyalty to the brand. Strong communication skills, problem-solving abilities, and a customer-centric mindset are essential to excel in this role. Responsibilities may also encompass tracking customer feedback, identifying trends, and collaborating with cross-functional teams to improve service quality and retention efforts.
Perform pre- and post-delivery customer calls to solicit feedback, resolve concerns, and uphold a positive customer experience, adhering to established company standard operating procedures.
Perform follow-up calls with customers three weeks post-consultation to assess their progress and, if needed, escalate issues to Beauty Advisors for further technical assistance.
Contact customers to verify their attendance for Beauty Advisor appointments no less than 24 hours prior to the confirmed consultation time.
Conduct follow-up calls to customers three weeks post-purchase for the purpose of soliciting reviews, collecting feedback, and nurturing ongoing customer relationships.
Approximately three months post-purchase, reach out to customers to prompt them to replenish their product supply.
Weekly, conduct follow-ups with customers who have left items in their carts to facilitate the completion of their purchases.
Proactively reach out to unresponsive prospects via WhatsApp and other designated communication platforms to nurture relationships and rekindle interest.
Re-engage customers who have not made a purchase in an extended period to rekindle their interest in our products or services.
Provide supplementary customer engagement and follow-up support as needed.
Maintain meticulous, up-to-date, and auditable documentation of all customer engagements, including follow-ups, resolutions, and escalation procedures, within the designated systems.
Duties include enhancing sales conversion rates and strengthening customer engagement strategies to foster loyalty and drive revenue growth.
Play a key role in achieving sales and conversion objectives by aiding in customer follow-up initiatives, executing marketing campaigns, and facilitating promotional activities.
Facilitate brand and community engagement efforts, which may involve occasional involvement in customer-facing or educational content creation as required.
Compile and present weekly analyses on customer feedback, including concerns, trends, emerging objections, and evolving preferences.
Provide assistance to customers throughout the order booking process and facilitate checkout when necessary.
Cross-functional coordination involves collaborating with various departments and teams to ensure seamless project execution and alignment of objectives. This role requires effective communication and teamwork to bridge gaps between different functional areas, fostering a cohesive working environment. By integrating diverse perspectives and expertise, the position aims to enhance overall efficiency and drive collective success in achieving organizational goals.
Collaborate effectively with logistics, warehouse, and other pertinent internal teams to ensure seamless order fulfillment in accordance with established company SOPs and specific campaign directives.
Collect and disseminate customer feedback obtained after purchases and consultations to the Customer Experience Manager, facilitating efforts in customer retention and service enhancement.
We play an integral role in enhancing and maintaining brand consistency and content quality across all platforms. Our responsibilities involve developing, refining, and upholding content strategies that effectively communicate our brand’s voice and values to target audiences. This includes collaborating closely with cross-functional teams to ensure cohesive messaging, optimizing content for various channels, and adhering to established brand guidelines. Additionally, we monitor content performance, gather audience insights, and recommend adjustments to continually elevate brand perception and engagement. A keen eye for detail, strong writing and editing skills, and the ability to adapt to evolving brand needs are essential for success in this role.
Where applicable, collaborate with the team to develop customer insight-driven content or engage in brand-centric initiatives.
Facilitates effective communication and cultivates strong customer relationships by ensuring clear, consistent, and professional interactions across all channels. Responsible for maintaining accurate records of customer interactions and promptly addressing inquiries or concerns to enhance satisfaction and loyalty. Demonstrates exceptional interpersonal skills and a customer-centric approach to resolve issues efficiently and foster long-term partnerships.
Oversee designated communication channels such as the office line, WhatsApp, and email, delivering prompt and high-caliber support to customers.
Foster enduring customer connections to cultivate trust, encourage recurring transactions, and enhance long-term loyalty.
Address routine customer inquiries, including delivery status updates, order discrepancies, incorrect item reports, and fundamental product-related questions, referring complex matters to appropriate personnel when needed.
Other Expectations:
Exhibit exceptional communication skills, professionalism, and sound judgment when engaging with customers and collaborating with internal teams.
Maintain a polished brand image across all customer-facing platforms and service channels.
Proficient in utilizing CRM systems and customer support tools, with the ability to thrive in a high-speed, goal-oriented setting.
Exhibit a strong grasp of commercial dynamics while actively contributing to the enhancement of customer experience and the achievement of sales targets.
Additional Notes
This position may necessitate occasional weekend work, encompassing Saturdays and select Sundays, as determined by operational requirements.
You might occasionally provide customer support on behalf of other internal teams, such as Marketing, in accordance with established company guidelines and standard operating procedures.
Key indicators of performance will be evaluated on a weekly basis to ensure ongoing progress and alignment with objectives.
Track the quantity of both assigned outbound and inbound customer interactions that have been successfully finalized.
Achieving measurable results in conversion and outcomes is essential, encompassing the successful completion of customer interactions such as orders processed, confirmed reservations, submitted reviews, and other designated objectives.
Consistently meets response time benchmarks across all assigned customer communication channels to ensure timely assistance.
Customer Experience Quality encompasses the effectiveness of customer interactions, the efficiency in resolving inquiries, and the volume of positive feedback received.
Ensures the precision, thoroughness, and promptness of CRM data entry, follow-up documentation, and all mandatory reporting.
Attendance and Reliability – Demonstrates consistent punctuality and dependability by adhering strictly to assigned work schedules, maintaining prompt responsiveness, and ensuring timely communication of updates during shift transitions.
Interested and qualified applicants are encouraged to submit their CVs to hr@nani.co.ke, with the job title clearly stated in the email subject line.
Qualifications
Diploma
