Head of Customer Service – eCommerce
Industry: eCommerce
Location: Nairobi
Salary: KES 150,000 – 200,000 gross Our client is a leading e-commerce website handling online sales of Mobile, Fashion & Lifestyle products.
They seek to hire a Head of Customer Service to drive all activities related to Customer Relationship Duties and Responsibilities
- Manage a team of Customer Service agents
- Manage the call center and ensure proper communication is issued to customers
- Implement with a defined phone answering response and ensure etiquette
- Ensure quality and consistency of customer relations
- Report to Managing Director on Customer Service KPIs.
- Assist Selling processes for our customers and generate additional Sales
- Coordinate information to customers browsing our websites during store discovery, order and checkout
- After sales support
- Manage telephone conversations with customers to answer their questions and provide information and advise them
- Handle special requests and complaints of customers
- Collect and store useful data within our backend system
- Ensure customer follow up through emails, phone or any required means
Qualifications & Skills
- Bachelor’s degree in Business
- 5 to 7 years’ experience in Customer care
- Previous experience in customer service in a highly paced environment is a plus
- Strong communication and relationship building skills
- Solid interpersonal skills
- Ability to work in a fast paced digital environment
- Focused on results and sharing success
- Tenacious, resilient, Collaborative and commercially astute
- Analytical skills
- Excellent communicator with leadership skills
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