Customer Care Executive (E-commerce) at iSON Xperiences Limited

About the Role

• iSON Xperiences Kenya is seeking dynamic and customer-focused E-commerce Customer Care Executives to join our team in Westlands, Nairobi. The ideal candidate will be responsible for managing customer interactions across multiple channels and ensuring a seamless experience for our e-commerce clients.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat in a timely and professional manner.
• Address and resolve customer complaints effectively; escalate complex issues where necessary.
• Assist customers with orders, returns, exchanges, and provide accurate product information.
• Monitor and track customer orders to ensure timely processing and delivery.
• Collaborate with internal teams to resolve issues and enhance customer satisfaction.

Required Qualifications and Skills

• Bachelor’s degree in Commerce, Business Administration, or a related field.
• Minimum of 1 year experience in customer service within an e-commerce environment
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer-centric approach.
• Ability to manage multiple tasks and customer queries simultaneously.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

Preferred Qualifications

• Experience with e-commerce platforms and tools.
• Familiarity with order management systems and customer service software.

Work Conditions

• Must be flexible to work extra hours as required by the business.
• Must reside within reasonable commuting distance to the office to support timely reporting and transpor coordination.