Petsasa is your number one pet store in Kenya for all your pet supplies needs. You can purchase pet food, pet toys and much more under one roof at the Petsasa pet shop and have them delivered to you in Nairobi, Kiambu, Mombasa and across the country to over 100 towns. Petsasa has payment options that are secure and convenient, including Mpesa mobile payment ...
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Responding to Customer Inquiries: Promptly and professionally addressing customer questions and concerns via various channels including phone, WhatsApp, email, and social media.
Order Support: Assisting customers with order status inquiries, delivery schedules, payment queries, and basic technical support related to website navigation or account issues.
Problem Resolution: Listening actively to customer feedback and complaints, identifying their needs, and providing accurate, timely, and empathetic solutions.
Product Knowledge: Developing a comprehensive understanding of Petsasa Kenya’s products and services to accurately advise customers and recommend suitable items for their pets.
Feedback Collection: Gathering customer feedback to identify common issues and suggest improvements to products, services, or processes.
Returns & Refunds: Guiding customers through the return and refund process according to company policy.
Collaboration: Working closely with the logistics, inventory, and rest of the teams to resolve complex customer issues efficiently.
Requirements
Currently pursuing or recently completed a Diploma or Bachelor‘s degree in Customer Service, Business, Communications, Public Relations, Marketing or a related field.
Exceptional verbal and written communication skills in both English and Kiswahili.
A genuinely empathetic and patient approach to customer interactions.
Strong problem-solving abilities and a proactive mindset.
Excellent organizational and time management skills.
Proficiency in using basic computer applications.
Ability to remain calm and professional under pressure.
Familiarity with retail or e-commerce is an advantage.
A genuine love for pets and understanding of pet owner needs is a significant advantage!
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