Job Title: Customer Service Executive
Location: Nairobi
Company: Optimise Outsourcing Limited

Job Summary

Optimise Outsourcing Ltd is a leading company dedicated to providing exceptional services to clients across various sectors. We believe in empowering our customers with outstanding support throughout their journey with us from initial engagement to aftersales care.

We are looking for an energetic, dedicated, and multi-lingual Customer Service Executive to join our growing team.

Key Responsibilities:

• Customer Support: Assist customers via email, social media channels, and Live Chat, providing timely and accurate responses.
• Cancellations and Returns: Manage cancellations and returns efficiently, ensuring smooth and seamless customer experiences.
• Returns Processing: Authorise and process customer returns for both refunds and repairs using tools like Sage, Cuddle, Trello, and Gantta.
• Spares Orders Processing: Handle orders for spare parts, both paid and free of charge, while setting clear expectations regarding delivery times and out-of-stock updates.
• 4-Year Guarantee (4YG) Set-up: Set up customer accounts and 4YG from web orders, ensuring a proactive approach and data accuracy.
• Administrative Support: Provide ad hoc administrative support as needed to ensure the smooth running of the team.
• Customer Reviews: Respond to customer reviews on platforms like Trustpilot, addressing inquiries and providing answers related to products.

 

• Proven industry experience in a similar position is required.

• Attention to Detail: Strong accuracy in processing orders and managing customer requests.
• Self-Motivator: Ability to work independently with minimal supervision.
• Deadline-Oriented: Capable of meeting tight deadlines while working under pressure.
• Team Player: Ability to collaborate effectively within a small, dynamic team.
• Can-Do Attitude: Positive and proactive approach to problem-solving and customer service.
• Customer-Centric: Passionate about delivering an exceptional customer experience, with a commitment to resolving issues efficiently and empathetically.

 

Functional Competencies:

• Customer Relationship Management (CRM) Proficiency
• Time Management and Multitasking
• Communication Skills
• Attention to Detail
• Problem-Solving Ability

Core Competencies:

• Continuous Improvement Mindset
• Resilience
• Accountability and Ownership

 

How to Apply:

If you believe that you fit the role and are up for the task, kindly use the link below to apply for the position.

https://app.testgorilla.com/s/t3jz5cv4