Job Openings at Kasha Kenya

Job purpose:

To manage inbound and outbound phone calls, email requests, and face-to-face interaction with a friendly, helpful approach.

Job Responsibilities:

• Customer support in a delightful, helpful, and timely manner on call, email, WhatsApp, LiveChat, Facebook, and Instagram.
• Correct tagging of customers to agents and Kasha business groupings.
• Provide customers with accurate, relevant, and useful information regarding Kasha products and services.
• Identify and track sales leads effectively, cross/upsell products and services for an enriched
• customer relationship.
• Quality data capture on Kasha systems.
• Ensure that all customer queries and complaints are fully resolved on a ‘One Stop Shop’ basis – First Call Resolution (FCR).
• Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
• Ensure that issues escalated arising from customer queries are resolved within 24 - 48 hours to maintain customer satisfaction and loyalty.
• Identify and track sales leads effectively, cross/upsell products and services for an enriched customer relationship.
• Quality data capture on Kasha systems.
• Attend Quality assurance sessions for consistent and quality customer handling.
• Actively represent the customer throughout the organization, highlighting trends, suggesting, implementing improvements and feeding back to relevant departments.

Role Requirements:

• Diploma/Degree in social science or any business-related field.
• Experience (6 months - 1 year) in customer handling in a contact center setting will be an added advantage.
• Computer proficient (Microsoft Word, Excel).
• Customer service oriented (empathy, patience, customer centricity).

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Job Purpose:

To actively seek out and engage customers in order to sell Kasha’s products. Lead the sales team including all the agents and ensure superior sales execution across Eldoret and Western/Nyanza regions. Providing complete and appropriate solutions for every customer in order to boost customer acquisition levels, top-line revenue growth, and profitability.

Job Responsibilities:

• Lead the company to execute with operational excellence across the wholesale, retail and
• Managing agents in the assigned territory to ensure optimum sales and coverage productivity. Upholding the coverage plan while achieving agreed-upon sales targets and outcomes within the set schedule.
• Presenting, promoting, and selling KASHA products by using solid arguments to existing and prospective customers in specific assigned regions.
• Maximizing the visibility of KASHA products by ensuring that they are well displayed at all impulse locations in the stores and continuously ensuring a high standard of presence and merchandising for key products.
• Building distribution of all KASHA brands & SKUs (Stock Keeping Units) in all outlets.
• Adhering strictly to company pricing, offers, and discount strategies.
• Keeping abreast with best practices and promotional trends, identifying emerging markets and market shifts while being fully aware of new products and competition status.
• Making regularly scheduled sales calls and in-person contact with all major customers within your region.
• Developing and maintaining amicable win-win relationships with key customers; building goodwill with customers and exerting all effort to help businesses resell KASHA’s products prior to their expiry date.
• Maintaining accurate and neat records, files, and reports on customers and their geographic scope of business, and sales opportunities as well as staying abreast and reporting on competitor activity within the agent geography.
• Maximize customer satisfaction by expediting the resolution of customer problems, complaints, and queries such as questions about credit terms, products, prices, and availability.
• Submitting all required reports such as market-intelligent, with a key focus on pricing, product changes, promotions, NPDs, and new players in the trade.

Role Requirements:

• Bachelor’s degree/Diploma in business, marketing, economics, or a related field.
• A minimum of 2-3 years of proven work experience preferably in an FMCG setting.
• In-depth knowledge of Sales and KPI measurement.
• High levels of competency in Microsoft applications including Word, Excel, and Outlook. Experience with an ERP such as Dynamics is an added advantage.
• Understanding of business functions such as sales, customer care, supply chain, marketing, etc.
• Demonstrable competency in strategic planning and business development.