Job Vacancies at iSON Xperiences Limited

Qualification: BA/BSc/HND.
Experience: At least 1 year in customer service under an ecommerce process.

Job Description:

• iSON Xperiences Kenya is looking for motivated and experienced E-commerce Customer Care Executives to join our team in Westlands. The successful candidate will be responsible for handling customer inquiries, resolving issues, and ensuring a seamless customer experience for our ecommerce clients.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat promptly and professionally.
• Resolve customer complaints, escalate issues when necessary, and ensure follow-ups to confirm resolution.
• Provide detailed product information and assist customers with their orders, returns, and exchanges.
• Track and manage customer orders through the entire process, ensuring on-time delivery and satisfaction.
• Collaborate with other teams to provide comprehensive customer support.

Required Qualifications and Skills:

• Bachelor’s degree in Commerce, Business Administration, or related fields.
• At least 1 year of experience in customer service, specifically within an ecommerce account.
• Strong communication and problem-solving skills.
• Ability to handle multiple customer inquiries simultaneously.
• Proficiency in Microsoft Office Suite.

Preferred Qualifications:

• Experience working with ecommerce platforms.
• Knowledge of order management systems and customer service software.

Work Conditions:

• Flexible to work extra hours to meet business needs.
• To reside within reasonable travel distance to the office as defined by the Company; to facilitate ease of transport arrangements, preferably within 10KM radius of Waiyaki Way. 

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• The Content Moderator is responsible for overseeing and managing the quality and appropriateness of user-generated content across digital platforms, ensuring that it aligns with established societal norms, consumer regulatory guidelines, website guidelines and compliance

Duties & Responsibilities

• Monitor and review user-generated content daily to ensure compliance with community guidelines.
• Collaborate with legal and compliance teams to manage sensitive and complex content issues.
• Prepare and submit regular reports on trends, user feedback reports, resolution time reports and areas of concern.
• Update and maintain content moderation policies and workflows as needed.
• Lead and support team training initiatives to improve content review processes.
• Participate in meetings to discuss strategies and share best practices for moderation.
• Stay informed about new industry trends, regulations, and technologies related to content moderation.
• Report and investigate issued reported in client platform
• Respond to inquiries with high quality speed and accuracy.
• Gather, analyze and utilized relevant data to develop ways on improving overall user experience.

Skills and Experience
Knowledge and Skills:

• Minimum Qualification: Bachelor’s degree from a recognized institution.
• Experience: Minimum of one (1) years’ experience as call center agent in non-voice account or at least six (6) months experience in content moderation.
• Attention to detail.
• Advanced computer skills for report preparation and data analysis.
• Knowledge of call center operations and digital content review best practices.
• Strong analytical abilities for data interpretation and insight generation.
• Effective time management and multi-tasking skills to meet deadlines.
• Quick decision-making capabilities.