Retail Operations Assistant at Moko Furniture

WHAT YOU’LL DO

The ideal Retail Operations Assistant is a detail-oriented person who has a passion for engaging customers and telling the Moko story. They care about giving the customer the best experience, putting a smile on their face and sparks in their eyes and creating a deep and lasting connection. They are self-motivated and keen to learn on the job. They enjoy taking on a variety of tasks from running customer care programs to running market research surveys. They like to find solutions to problems and think of ideas to improve the customer’s experience and they strive to achieve the best possible outcome. 

THE ROLE IN BRIEF

Customer care and support

• Make outbound calls to customer to arrange home deliveries 
• Pre-plan the delivery time bands
• Coordinate with the delivery team to manage home deliveries to customers
• Ensure that payments are collected and posted on the appropriate channels
• Assist customers in case of queries such as replacement of the product or assistance with product guarantee
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Communicating and coordinating with colleagues as necessary

Delivery scheduling

• Make outbound calls to customer to arrange home deliveries 
• Data collection – to provide a base for better analysis and better decision making.
• Schedule sofa deliveries for the next day
• Handle rescheduled deliveries

Customer engagement

• Assist customers in case of queries such as replacement of the product or assistance with the product guarantee
• Follow up leads sent to the factory for sales
• Handle walk-in customers up to the point your supervisor should take up.
• Contribute to spreading Moko smiles

ARE YOU OUR DREAM CANDIDATE?

• Strong interpersonal skills and outgoing personality
• A proficient communicator in both verbal and written communication, in English and Kiswahili
• Outstanding problem-solving skills to assist customers in their sales journey
• Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
• Ability to analyse data and proactively identify and address issues with customer accounts
• An initiative taker who enjoys working independently once you receive clear directions from the manager
• Proficient with Microsoft Word and Excel
• Proficient with customer relations management systems
• Eager to join a young, quickly growing organization and team