Customer Service Agent at ShopIt Store

RESPONSIBILITIES

• Serve clients on all modes of engagement e-messages, calls, social media, and face to face.
• Generate and close sales leads.
• Provide accurate, valid and complete information promptly to clients as their guide through the purchasing process.
• Initiate the fulfillment process upon payment and keep clients informed and engaged on the progress of their orders.
• Respond to all requests for quotation sent through all modes of engagement.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Stay up-to-date on Product knowledge and seek expert opinion from Merchandisers when you are unfamiliar with a customer’s product request.
• Ensure clients’ issues and complaints are addressed speedily and effectively.
• Handle after-sale-related queries such as warranty and post-sale feedback.
• Meet personal and team sales targets; Meet quantitative performance metrics as outlined.
• Inform customers of deals and promotions.
• Document all inquiries, requests, resolutions, and follow-up tasks.
• Embody and display a courteous and empathetic attitude to all customers
• Ensure accurate daily and weekly reports are submitted to the Customer Service Manager.

QUALIFICATIONS

• Excellent communication and interpersonal skills.
• Minimum of 1 year relevant working experience.
• Demonstrated ability in sales.
• Strong customer service skills.
• Highly organized and detail-oriented.
• Ability to work in a fast-paced environment, preferably e-commerce industry.
• Proficiency in computer and internet usage.
• Must be willing to work on commission.
• Must have attained B+ and above in their KCSE.
• Must be willing to work six days a week. (Monday – Saturday).
• Family or Personal Business Experience is a plus.
• Demonstrated ability to work collaboratively in a fast-paced team environment and proactively influence others.
• Experience in the IT industry is a plus.