We are seeking a highly motivated individual to fill the critical position of [Job Title], where you will play a pivotal role in driving [specific department/project] forward. Your responsibilities will encompass [key duty 1], [key duty 2], and [key duty 3], requiring a blend of technical expertise and interpersonal skills. The ideal candidate must possess a minimum of [X] years of experience in [relevant field], along with proficiency in [specific tools/software] and a strong understanding of [industry/process]. Additionally, you should demonstrate exceptional problem-solving abilities, the capacity to work collaboratively in a team-oriented environment, and a commitment to delivering measurable results. Familiarity with [specific methodology/regulation] is strongly preferred, as is the ability to adapt to evolving priorities in a fast-paced setting. This role offers the opportunity to contribute to [company goal/mission] while developing professionally within a dynamic organization.
As a Customer Experience Agent, your responsibilities will include enhancing customer experience, improving retention, and increasing sales conversion through critical customer touchpoints. This role will require you to manage outbound follow-ups, conduct customer check-ins, initiate reactivation and replenishment outreach, recover abandoned carts, and handle ongoing customer communication 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 overall business growth.
Oversee the execution of daily operations to ensure alignment with organizational goals, managing workflows and resources efficiently. Collaborate cross-functionally with teams to drive project completion, address challenges proactively, and maintain high performance standards. Develop and implement strategic initiatives to enhance productivity, streamline processes, and foster innovation within the team. Monitor key performance indicators to assess progress, identify areas for improvement, and implement corrective actions as needed. Serve as a mentor to junior staff, providing guidance, feedback, and professional development opportunities to cultivate talent and strengthen team capabilities.
Dedicated to enhancing customer loyalty and satisfaction, this role focuses on proactive follow-up initiatives, strategic retention efforts, and responsive support mechanisms to ensure a seamless client experience. By addressing inquiries promptly, resolving issues effectively, and fostering long-term relationships, the incumbent will play a pivotal role in sustaining and growing the customer base while upholding the organization’s commitment to service excellence.
Convene pre- and post-delivery consultations with clients to collect input, resolve inquiries, and uphold satisfaction standards aligned with established company protocols.
Three weeks post-consultation, initiate follow-up calls with clients to track their progress and escalate cases to Beauty Advisors whenever additional technical assistance is necessary.
Confirm customer attendance for Beauty Advisor appointments no less than 24 hours prior to the scheduled consultation.
Make follow-up calls to customers three weeks post-purchase to solicit reviews, collect feedback, and foster ongoing customer relationships.
Approximately three months post-purchase, reach out to customers to prompt product replenishment.
Ensure consistent weekly communication with customers who have left items in their carts to help facilitate the completion of their purchases.
Proactively reach out to unengaged prospects via WhatsApp and other designated communication platforms to nurture potential connections.
Re-engage inactive customers who have not made a purchase from us in an extended period.
Facilitate supplementary customer interactions and subsequent engagement initiatives as necessary.
Ensure that all customer interactions, follow-ups, outcomes, and escalations are documented with precision, timeliness, and full traceability in the designated systems.
Sales Conversion and Customer Engagement: Drive revenue growth by converting leads into customers and fostering long-term relationships through targeted engagement strategies. Analyze customer data to identify high-potential opportunities, tailor outreach efforts to meet individual needs, and optimize conversion rates across multiple channels. Collaborate with marketing and customer service teams to ensure seamless experiences, track key performance indicators, and implement improvements based on feedback and market trends. A data-driven mindset, strong interpersonal skills, and a passion for delivering exceptional customer experiences are essential to success in this role.
Enhance sales performance and conversion rates through active involvement in customer follow-up initiatives, campaign implementation, and promotional efforts.
Support the enhancement of brand visibility and community interaction by contributing to relevant initiatives, with occasional involvement in customer-facing or educational content creation as required.
Provide regular weekly reports highlighting key customer concerns, emerging trends, market objections, and evolving preferences.
Assist customers in completing their orders and facilitate the checkout process as needed.
Cross-functional coordination involves collaborating with diverse teams and departments to ensure alignment and synergy across organizational initiatives, enhancing overall efficiency and effectiveness in project delivery. This role requires active engagement with stakeholders from various functional areas, fostering open communication, and resolving interdepartmental challenges to drive cohesive outcomes. Strong interpersonal skills and the ability to navigate complex organizational dynamics are essential to bridge gaps, align priorities, and achieve unified objectives.
Collaborate effectively with logistics, warehouse, and internal teams to ensure seamless order fulfillment, adhering to established company SOPs and campaign-specific guidelines.
Collect and distribute customer feedback obtained after purchases and consultations to the Customer Experience Manager, facilitating efforts in customer retention and service enhancement.
You will play a key role in enhancing our Content and Brand Support initiatives, driving engagement and strengthening our brand presence across various platforms. This role involves collaborating with cross-functional teams to develop and execute content strategies that align with our brand values and business objectives. Responsibilities include creating high-quality content, managing brand consistency, and ensuring seamless execution of marketing campaigns to maximize reach and impact. Additionally, you will monitor performance metrics, analyze audience feedback, and make data-driven recommendations to refine our content and brand strategies continuously.
When necessary, assist the team by developing customer-driven content or contributing to initiatives that enhance brand visibility.
Proactively fostering strong client connections, you will oversee and enhance communication strategies while managing customer relationships to ensure satisfaction and loyalty. Your role involves developing and implementing tailored engagement plans, addressing inquiries and concerns with professionalism, and analyzing feedback to refine service delivery. A commitment to clear, consistent interaction with clients and stakeholders is essential, as is the ability to build trust and rapport through responsive and empathetic engagement.
Oversee designated communication platforms—such as the office line, WhatsApp, and email—to deliver prompt, professional service to all customers.
Develop and nurture enduring customer connections to foster trust, encourage recurring transactions, and enhance long-term loyalty.
Respond to standard customer inquiries, including delivery status updates, order discrepancies, incorrect item reports, and fundamental product-related questions, referring complex matters to appropriate personnel as needed.
Other Expectations:
Exhibit exceptional communication skills, professionalism, and sound judgment when engaging with customers and collaborating with internal teams.
Demonstrate the brand’s values and identity with professionalism through all customer-facing interactions and service channels.
Proficient in utilizing CRM systems and customer support tools is essential, along with the ability to thrive in a dynamic, goal-oriented setting.
Showcase a strong understanding of market dynamics and a proactive approach to enhancing both customer satisfaction and sales performance.
Additional Notes
This position might necessitate weekend work hours, encompassing Saturdays and select Sundays, as dictated by operational requirements.
You might occasionally assist with customer correspondence on behalf of other internal departments, such as Marketing, following established company protocols and standard operating procedures.
To be evaluated based on performance metrics, which will be reviewed on a weekly basis.
Handled customer interactions through a combination of outbound and inbound communications, including calls, emails, and chats, ensuring each assigned conversation reached resolution.
Conversion and Outcomes – We evaluate success by the number of completed customer interactions that yield tangible results, such as orders placed, reservations confirmed, feedback submitted, or other specified objectives.
Average Response Time – Efficiency in addressing inquiries across designated customer communication channels.
Ensures excellence in customer interactions by managing inquiries efficiently, resolving issues promptly, and consistently receiving positive feedback from clients.
Ensures the completeness, accuracy, and timely updating of CRM entries, follow-up documentation, and all mandatory reporting.
Attendance and Reliability – Demonstrating unwavering commitment by consistently meeting scheduled shifts, promptly responding to communications, and ensuring seamless handover of updates.
Qualified candidates who meet the specified criteria are encouraged to submit their CVs by emailing hr@nani.co.ke, ensuring the position name is included in the subject line.
Qualifications
Diploma
