Customer Service Executive

Position Title: Customer Service Executive

Direct Line Reporting: Customer Experience Manager

Industry Sector: Customer Support & Relations

Gross Salary Structure: Kshs. 30,000

Location: Kikuyu, Kiambu, Kenya

Role Overview

We are seeking a highly articulate, solutions-oriented Customer Service Executive to anchor our client relations division and elevate our front-line consumer experience. Your primary focus will be to serve as the chief touchpoint for all user communications, addressing incoming inquiries, managing customer lifecycle requests, and swift-tracking service complaints across multiple channels. This position bridges empathetic client care with robust internal logistics; you will guide consumer touchpoints from initial order tracking and cross-departmental coordination through to rigorous logging and process improvement tracking. The role demands an organized professional who possesses strong emotional intelligence and a natural capacity for transforming technical friction into long-term client retention.

Areas of Accountability

Touchpoint Support & Relationship Insulation

• Serve as the principal primary interface for consumer interactions, managing real-time product inquiries, delivery requests, and operational feedback.

• Deliver accurate, comprehensive information regarding service terms, processing guidelines, and company regulations during every engagement.

• Cultivate and protect positive client sentiments through active listening, personalized engagement, and consistent service delivery.

• Execute structured follow-up routines on all active customer accounts to guarantee pending requests are finalized within service windows.

Operational Coordination & Order Tracking

• Coordinate directly with internal distribution, logistics, and management units to ensure the swift fulfillment of retail and commercial accounts.

• Trace client orders, service tickets, and special inquiries through backend systems to guarantee seamless end-to-end processing.

• Route intricate system queries or billing discrepancies to specialized technical teams, retaining final ownership over the consumer communication loop.

• Provide proactive updates to clients regarding delivery timelines, systemic delays, or contract milestones.

Incident Remediation & Conflict Resolution

• Investigate and de-escalate complex customer grievances, engineering prompt, creative, and mutually beneficial technical corrections.

• Log, categorize, and track dispute data within primary registers to isolate recurring service bottlenecks and help optimize corporate workflows.

• Enforce absolute courtesy, patience, and professional boundaries during stressful client interactions and emergency service disruptions.

Ledger Administration & Performance Logging

• Compile and manage pristine consumer account profiles, email correspondences, and interactive communication archives.

• Extract operational data to compile structured weekly inquiry logs, escalation matrices, and overall service velocity indices for management review.

• Ensure secure, organized data archiving of all customer clearance certificates, service level agreements, and physical files.

• Champion a consumer-centric culture across the establishment by continuously monitoring satisfaction levels and feeding insights back to leadership.

Skills & Experience Required

Minimum Entry Criteria

• Academic Foundation: Bachelor’s degree in Business Administration, Corporate Communication, Public Relations, Marketing, or a related social science discipline.

• Professional Longevity: Minimum of 3 years of progressive experience operating inside a customer support, client relations, corporate hospitality, or front-office desk setup.

• Systems Familiarity: High proficiency navigating standard customer relationship management (CRM) frameworks, automated ticketing platforms, and Microsoft Office tools (Word, Excel).

• Communication Mastery: Superb spoken and written literacy in both English and Kiswahili, with a polished corporate phone manner.

Core Capabilities

• Interpersonal Agility: Exceptional relationship-building skills, with a proven ability to balance corporate compliance with active, supportive customer care.

• Administrative Precision: Strong organizational habits, meticulous data tracking habits, and the capacity to manage dozens of concurrent client tickets under strict timelines.

• Problem-Solving Aptitude: Natural investigative mindset, capable of identifying core issues rapidly and designing logical solutions to consumer complaints.

What We Offer

• Dynamic Experience: Take full charge of a vital client pipeline, gaining broad exposure across multifaceted operational and administrative processes.

• Skill Consolidation: Hone specialized crisis communication, data management, and operational logic capabilities within a supportive team structure.

• Career Evolution: Expand your professional profile by collaborating closely with diverse cross-functional business heads and executive teams.

Send your CV for the Customer Service Executive position, making sure to include the exact job title in the subject line of your email. Apply today and help bring energy and growth to our sales operations.