Customer Care / Call Centre Representative

Job Title: Customer Care / Call Centre Representative

Direct Line Reporting: Customer Service Team Lead

Industry Sector: Distribution / Manufacturing & FMCG

Gross Salary Structure: Kshs. 28,000 – 35,000

Location: Mombasa Road, Nairobi

Role Overview

We are seeking a highly articulate, process-driven Customer Care / Call Centre Representative to anchor the day-to-day communication pipelines and front-line support frameworks of our Mombasa Road corporate desk in Nairobi. Your primary objective is to manage inbound client requests, resolve customer complaints, and drive high-volume data entries across our enterprise resource planning systems. This position bridges dynamic client troubleshooting with detailed back-office database administration; you will coordinate product deliveries with logistics teams, manage bulk purchase order updates, and identify strategic cross-selling opportunities to maximize account value. The role calls for an empathetic, highly organized professional who possesses strong technical systems familiarity and maintains total composure inside a fast-paced corporate communication hub.

Core Competencies

Multichannel Interaction Management

• Answer high-volume inbound calls and manage outgoing service calls professionally, delivering accurate details regarding product inventory, unit rates, and corporate delivery policies.
• Address client inquiries, logistical delays, and service complaints quickly across multiple communication streams, including phone networks and corporate email channels.
• Diagnose customer friction points systematically, resolving baseline errors instantly and escalating multi-layered technical bugs to matching departments.
• Conduct structured post-delivery follow-up calls to verify order satisfaction metrics and strengthen client retention paths.

Order Processing & Database Administration

• Execute accurate entries of corporate purchase orders, project quotes, returns, and debit notes into the CRM and ERP software architecture.
• Update and organize client master files methodically, logging every communication detail, transaction issue, and resolution path.
• Track pending customer fulfillment tickets daily, partnering directly with warehousing personnel to clear delivery backlogs.
• Capture accurate client shipping and billing details, ensuring strict data protection and information security rules are followed.

Commercial Retention & Client Development

• Identify natural points during support chats to present auxiliary product variations, bulk discount deals, or cross-selling selections.
• Deliver polished after-sales advisory assistance, handling product return procedures or shipping damage validations with total fairness.
• Collaborate closely with territory sales managers to flag accounts showing dropping order patterns, supporting targeted recovery campaigns.
• Share regular qualitative customer feedback summaries with product development heads to guide inventory adjustments.

Operations Metrics & Performance Reporting

• Maintain comprehensive digital data trails covering all resolved tickets, ongoing dispute timelines, and client credit adjustments.
• Compile clear daily and weekly individual call volume logs, average handle times (AHT), and overall ticket resolution scores.
• Participate in continuous customer care workshops and software alignment training sessions designed to boost operational speed.

Skills & Experience Required

Minimum Entry Criteria

• Academic Foundation: Diploma or Bachelor’s Degree in Business Administration, Marketing, Corporate Communications, Customer Relationship Management, or a matching field.
• Industry Longevity: Minimum of 2 years of progressive, hands-on experience in an active call center environment, telesales floor, or front-line corporate helpdesk role.
• Sector Familiarity: Functional background operating within FMCG distribution channels, industrial manufacturing firms, retail platforms, or logistics companies is highly advantageous.
• Software Competence: Hands-on experience navigating established CRM software or core ERP modules alongside high proficiency in Microsoft Office tools (Word, Excel, Outlook).

Communication & Behavioral Traits

• Linguistic Articulation: Flawless verbal and written communication capabilities, with a clear, professional speaking voice and excellent listening habits.
• Solution Orientation: Strong analytical capability to dissect customer frustration, separate root causes from symptoms, and apply fast corrective updates.
• Stress Resilience: Exceptional patience and emotional control to manage difficult or high-volume client challenges calmly during peak calling periods.

What We Offer

• Systems Mastery Opportunities: Gain high-level operational exposure navigating robust ERP software architectures and multi-channel ticketing platforms.
• Central Commercial Hub: Establish your corporate career out of a highly accessible manufacturing and logistics industrial corridor along Mombasa Road, Nairobi.
• Career Velocity Track: Build a reliable professional foundation that opens clear paths toward Customer Service Supervision, Account Management, and Brand Operations.

How to Apply

Kindly submit your updated CV via email, quoting the position title in the subject line. Profiles are being reviewed continuously.