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.
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.
Position Title: Customer Service Assistant
Reports to: E- Commerce Head
Location: Nairobi
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 hr@mumsvillage.com and Cc:
jobs@careermanagementcentre.com 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: https://mumsvillage.com
