Customer Relations Agent at Royal Mabati Factory

Royal Mabati Factory Ltd is a leading manufacturer and supplier of high-quality roofing solutions and steel construction materials. We are seeking to recruit a Customer Relations Agent to strengthen our customer care team and ensure excellent service delivery across multiple channels.

The Customer Relations Agent will be responsible for handling customer inquiries, resolving complaints, and providing accurate information across telephone and digital platforms.

Key Skills & Qualifications:

• Education: Diploma or Degree in Customer Service, Business Administration, Communication, Marketing, or a related field.
• Professional certification in Customer Service, Call Centre Operations, or CRM is an added advantage.
• 1-3 years' experience in a customer service or contact centre environment.
• Proficiency in CRM systems (e.g., Zendesk, Freshdesk, Zoho Desk) and call management tools.
• Excellent communication skills in English and Kiswahili.
• Strong problem-solving, multitasking, and conflict resolution skills.
• High emotional intelligence, patience, and ability to remain calm under pressure.

Key Competencies

• Answer inbound customer calls and make outbound follow-up calls.
• Provide accurate information on orders, payments, deliveries, and company policies.
• Investigate and resolve customer complaints in coordination with relevant departments.
• Capture and update customer interactions in the CRM/ERP system.
• Share recurring customer issues with management for process improvement.
• Educate customers about promotions, warranties, and after-sales services.
• Identify upselling and cross-selling opportunities.
• Comply with call quality standards, escalation procedures, and data protection policies.
• Prepare daily/weekly customer service reports and feedback summaries.