Customer Service Associate Deadline 13/03/2025

Our client a fast growing, women-run manufacturer and a trusted brand  with over 50 non-toxic cleaning products that are safe for humans and the environment, powered by African-grown ingredients is seeking for Customer Service Associate.

Role Description

To be the team internal and external customer champion! Championing the entire customer experience from inbound inquiries and sales to sorting any challenges being experienced by customers in real-time and proactively meeting their needs to drive the firm to customer success.

Duties

1. Customer Service Management

• Manage the main customer service phone line and WA line, efficiently resolving customer matters and closing sales
• Respond to inquiries regarding orders and troubleshoot customer questions using drafted scripts and tools to support FAQs.
• Redirect customer feedback and issues to relevant departments to ensure timely
• Contribute to, and help maintain Customer Experience dashboards, intranet, and relevant reporting tools
• Champion the firm social media replies and inbound DMs and questions.
• Contribute to growing the online reviews – directing positive sentiments to our public review platforms.
• Seek customer feedback  and escalate for the firm to take strategic approach in improving service delivery. 

2. Sales Support – Direct Customers

• Provide daily oversight and support for incoming sales, focusing on both internal and external customer communications.
• Process Household orders accurately, ensuring all customer needs are met
• Process orders that come through WhatsApp, website, direct messages on social media, emails, and at in-person events to individuals.
• Contribute to promotion and offer strategy
• Proactively seek feedback from customers and/or coordinate focus groups

3. Website Support

• Coordinate closely with website developer and marketing team to support on product listing, edits, and other website improvement projects.
• Champion improvements to the user experience on the website and other automations
• Scope and launch integrations with payment gateways, shipping providers with web & operations teams.

4. Data & Systems

• Coordinate with Marketing teams around customer data organization/CRM
• Analyze direct order trends, revenue from direct orders
• Present weekly reports on revenue trends, stock availability, strategies to increase direct sales. 
• Coordinate closely on website needs, stock, product issues, and customer experience / flow.
• Explore additional tools / systems and automations to increase the direct sales

5. Order Management

• Collaborate with the Operations teams to manage the get@ order inbox, utilizing labels and tags while adhering to coordination protocols.
• Oversee daily website and Sukhiba orders and act on assigned orders in the main order inbox. 
• Ensure accurate invoicing, paying close attention to payment terms and batch tracking of dispatch.

6. Markets & Activations

• Support data collection for markets and activations
• Work closely with marketing teams around target setting, and execution of markets.
• Collate and tabulate data for accurate reporting.
• Train and manage the performance of the activation team – prepare regular reports with customer insights.
• Prepare, pack, and track materials and products needed for activations and Coordinate with logistics for seamless setup.
• Own reporting & reconciliation on the returned items from markets and
• Represent the company at product launches, events, and trade shows.

Requirements

• At least 3-5 years of experience in Customer Service, Business Development, or related field.
• Bachelor’s Degree in a related field.
• Amazing attention to details
• A customer centric person who is patience with customers and willing to make every customer  interaction a WAO experience. 
• Ability to communicate professionally and in a targeted manner no matter the customer. 
• Excellent communication skills – internally and externally
• Experience in bookkeeping with data analysis is a plus. 
• Desire to build and maintain data systems – and CRMs
• Keen ownership of order processing, and payment processes.
• A resilient attitude to manage stress, conflict, or when “things don’t go as planned”
• Someone with a spirit of improvement. 

Compensation

A working wage of Ksh 40,000.00  will be offered to the best candidate.

How to Apply

If you are looking for an opportunity to work in an environment where you will be supported, valued and rewarded for your performance, apply by sending your updated detailed CV with three (3) referees (Name, Position, Organisation, Phone and official Email) to info@hubken.co.ke indicating the job title on the Email Subject [Customer Service Associate]  as soon as possible 

Note: First Come first served

Hubken is an equal provider of employment opportunities.

Due to the large number of applicants we commit to respond to shortlisted candidates only