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Customer Service Assistant Job in Kenya

Career Management Center Limited is seeking to recruit a Customer Service Assistant for our client, MumsVillage, a vibrant online village that provides resources, community support and expert advice for pregnant women and mothers in Kenya.

Position Title: Customer Service Assistant
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.
How to Apply:
Qualified candidates should send their CVs and Cover letter to and Cc: clearly indicating the position they are applying for on the email subject not later than the 2nd October, 2019.
This is an urgent position and shortlisting will be done on a rolling basis.
Only shortlisted candidates will be contacted.
Career Management is a proud equal opportunity and does not discriminate the applicants on any basis.
MumsVillage Website:

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