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  • Posted: Sep 27, 2019
    Deadline: Oct 2, 2019

  • Read more about this company

    Customer Service Assistant

    Reports to: E- Commerce Head

    Location: Nairobi

    Overall responsibility: Ensuring that all calls, product reviews, questions and emails are responded to in a professional and courteous manner, building a relationship with the customer and resolving the customer’s questions and concerns and managing orders.

    Essential Functions & Key Responsibilities:

    Order management

    • Ensure online order information is verified, accurate and processed for a timely delivery.
    • Enter orders into the e-commerce system & confirm back to the customer.
    • File customer orders in the designated area as needed.
    • Support with matters concerning shipping and product information.
    • Receiving goods from suppliers into the warehouse and preparing a delivery report.
    • Quality check of goods coming in and out of the warehouse.
    • Barcoding products within the warehouse.
    • Picking and packing orders meant for delivery.
    • Dispatching of orders from the e-commerce store with delivery partners.
    • Ensure daily receiving, packing, delivery plans and payments from customers are completed.
    • Processing product returns from customers.
    • Maintain inventory by conducting physical counts; reconciling variances; inputting data on an inventory system, complete reporting for the process.
    • Overseeing invoicing processes and coordinating relevant stock management processes.
    • Liaise with E-Commerce lead as significant performance or fulfilment issues occur within the warehouse
    • Maintain a safe, clean and organized warehouse.

    Customer service/Client relations

    • Handle and monitor online live-chat support; be able to handle chat and phone simultaneously.
    • Respond to all customer inquiries (email, phone or chat), resolve complaints, product reviews, returns, disputes within a documented and timely manner.
    • Investigate inquiries and resolve problems.
    • Identify and assess customers’ needs to achieve satisfaction.
    • Build sustainable relationships and trust with customers through open and interactive communication.
    • Handle customer complaints quickly, provide appropriate solutions and alternatives in a timely manner; follow up with the customer to ensure resolution.
    • Keep records of customer interactions, process customer accounts and file documents.
    • Handling office admin work.
    • Other duties as assigned as needed.

    Candidate Requirements:

    • Diploma or degree in communication, marketing or business related field with Proven track record of excellent customer support experiences as a client service representative.
    • 2-3 year’s customer service experience in an e-commerce environment
    • Strong phone contact handling skills and active listening.
    • Familiarity with CRM systems and practices.
    • Digital marketing and social media management skills will be a plus.
    • Proficient in Excel, Word.
    • Flexible schedule, to include evenings/weekends if needed to accommodate business.

    Method of Application

    Qualified candidates should send their CVs and Cover letter to and Cc: clearly indicating the position they are applying for on the email subject not later than the 2nd October, 2019.

    This is an urgent position and shortlisting will be done on a rolling basis.

    Only shortlisted candidates will be contacted.

    Career Management is a proud equal opportunity and does not discriminate the applicants on any basis.

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