We are looking for a passionate and dedicated Customer Care Representative to join our team at a leading eCommerce pet store in Nairobi, Kenya. The ideal candidate will play a crucial role in ensuring our customers have a seamless and enjoyable shopping experience. If you are keen to details, empathetic, quick to learn, well-organized, and an excellent communicator both in oral and written skills, we would love to have you on our team!

Key Characteristics:

• Keen to Details: You notice the little things that others might miss, ensuring accuracy in all tasks.
• Empathetic: You can relate to customers’ concerns and handle situations with care and understanding.
• Quick Learner: You easily pick up new information and adapt to changes.
• Well-Organized: You manage your tasks efficiently and keep everything in order.
• Excellent Communicator: You express yourself clearly and effectively in both oral and written communication.

Skills & Competencies

• Diploma or Bachelor’s degree from a recognized Institution
• Previous experience in a customer care role, preferably in an e-commerce or retail environment.
• Passion for pets and a good understanding of pet products is a plus.
• Fluency in English and Kiswahili, with strong communication skills in both languages.

Responsibilities

• Handling incoming and outgoing customer calls.
• Interacting with customer on behalf of the company through phone calls, chat and email.
• Providing accurate and timely information about company products and services
• Resolving customer complaints via phone, email or social media
• Assisting with placement of orders, refunds or exchange of items.
• Providing information and reports as requested.
• Any other duty assigned by the management from time to time