Customer Support & Engagement Officer at Kenafric Industries

• Act as the primary phone-based contact for prospective distributors, wholesalers, retailers and consumers. Route leads sales teams, resolve or escalate product enquiries and complaints, manage loyalty-program communications, reactivate dormant wholesalers using data insights, provide tele-sales cover for Trade Sales Executives when required, and deliver actionable market intelligence to the Sales Team. Provide a brief overview of the roles purpose and main responsibilities.

Responsibilities

• Receive and route inbound calls from prospective distributors, forward qualified leads to the Country Sales Manager.
• Handle enquiries from wholesalers and retailers seeking to purchase products; forward contacts to the relevant Area Trade Executive (TSE).
• Receive consumer calls about purchases or complaints; resolve issues directly where possible or escalate and track resolution.
• Send and manage communications to wholesalers participating in the Loyalty Program; issue reminders on targets and rewards and respond to queries.
• Work with the data team to identify dormant wholesalers using distributor sell-out data; contact them to diagnose and attempt reactivation.
• Provide tele-sales cover for TSES on leave by contacting major wholesalers on affected routes to seize opportunities.
• Gather and summarize market intelligence, retailer/wholesaler/consumer feedback, and distributor team input; prepare concise reports for Sales and Marketing.
• Audit regional Loyalty Program WhatsApp groups to ensure groups exist and eligible wholesalers are added.
• Provide regular updates and feedback in Daily Sales Review Meetings.

Qualifications

• Degree or Diploma in Sales & Marketing or Business-Related Course (required).
• Additional training or certification in customer service, sales, or CRM is a plus.

Key Skills

• Proficient in MS Office (Excel, Word, Outlook).
• Excellent phone-based customer-handling and communication skills in English and Swahili (verbal and written).
• Comfortable using or learning CRM/call-logging tools and basic data-dashboard outputs.
• Strong organizational skills, attention to detail, and ability to follow escalation protocols.
• Proactive, persuasive and service-oriented with good interpersonal skills.
• 3 years in customer service, telesales, trade support or related roles (adjustable by hiring level).
• Willingness to work closely with Sales, Data and Marketing teams and attend daily review meetings.