Posted:Thu at 11:25 AM
By:Hiring Kenya
Company Details
Industry:
Telecommunications
Description:
iSON has been in contact center operations in Kenya since February 2011 and has the best call center in Kenya. For a leading African telecom client, iSON provides Inbound Customer Service, mobile money, Inbound-Dealer Helpdesk, Outbound Sales, Retention and customer Health check, Back-Office, Social Media care, KYC, W.COM-Mailbox, Data Cleanup services, switchboard services, we have more than 100 staff employed in our call center in Kenya. Besides Telecom, we serve automobile clients. iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise. Our dedicated and talented workforce spread across Sub-Saharan African countries, along with India and Myanmar, are redefining the way people connect with enterprises. In less than a decade, we have grown into a global business and this is our growth story.
Job Description
Qualification
Experience
About the Role
- iSON Xperiences Kenya is seeking dynamic and customer-focused E-commerce Customer Care Executives to join our team in Westlands, Nairobi.
- The ideal candidate will be responsible for managing customer interactions across multiple channels and ensuring a seamless experience for our e-commerce clients.
Key Responsibilities
- Handle customer inquiries via phone, email, and chat in a timely and professional manner.
- Address and resolve customer complaints effectively; escalate complex issues where necessary.
- Assist customers with orders, returns, exchanges, and provide accurate product information.
- Monitor and track customer orders to ensure timely processing and delivery.
- Collaborate with internal teams to resolve issues and enhance customer satisfaction.
Required Qualifications and Skills
- Bachelor’s degree in commerce, Business Administration, or a related field.
- Minimum of 1 year experience in customer service within an e-commerce environment
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and customer-centric approach.
- Ability to manage multiple tasks and customer queries simultaneously.
- Proficiency in Microsoft Office applications (Word, Excel, Outlook).
Preferred Qualifications
- Experience with e-commerce platforms and tools.
- Familiarity with order management systems and customer service software.
- Work Conditions Must be flexible to work extra hours as required by the business.
- Must reside within reasonable commuting distance to the office to support timely reporting and transport coordination.
Education: Degree, Diploma
Employment Type: Full Time
