Posted: By:Hiring Kenya
Requirements:
Experience: 1+ years in customer service, preferably in e-commerce or retail.
Technical Proficiency: Familiarity with customer service softwares, and basic Excel/ Google Sheets.
E-commerce Knowledge: Understanding of order fulfillment, logistics, and refund processes.
Communication: Excellent verbal & written skills (clear, professional, empathetic).
Problem-Solving: Ability to analyze issues and provide quick solutions.
Patience & Emotional Intelligence: Handle frustrated customers calmly.
Time Management: Prioritize tasks efficiently in a fast-paced environment.
Key Responsibilities:
Customer Support & Issue Resolution:
Respond to customer inquiries via email, chat, phone, or social media regarding order issues, returns, refunds, and product concerns.
Investigate and resolve complaints related deliveries, damaged products, or incorrect orders.
Escalate complex cases to v relevant teams (logistics, technical support, etc.).
Returns & Refunds Management:
Process return/refund requests in compliance with company policies.
Coordinate with logistics and warehouse teams to track returned items.
Ensure timely refunds or replacements as per service-level agreements (SLAs).
Product & Order Support:
Assist customers with product usage, troubleshooting, and warranty claims.
Verify order details and liaise with the operations team for corrections.
Customer Retention & Satisfaction:
Turn negative experiences into positive outcomes to retain customers.
Gather feedback to improve service quality and reduce issues.
Documentation & Reporting:
Maintain records of customer interactions in systems & documents.
Generate reports on common issues and customer satisfaction
