Position Summary
The Customer Service Executive will be the first point of contact for all customer inquiries and play a central role in coordinating internal teams—including repairs, logistics, and technical support—to ensure customers are consistently informed and well-served. This customer-facing role requires strong communication skills, follow-through, and a passion for service.
Responsibilities:
Customer Communication & Support
- Handle all inbound inquiries via phone, WhatsApp, social media, email, and walk-ins.
- Log and respond to product, order, repair, and service questions.
- Maintain clear and professional communication with both retail and institutional customers.
Repair Coordination
- Receive and log all repair requests from customers.
- Collaborate with the technical team to monitor repair progress and ensure timely delivery.
- Keep customers updated on repair timelines and manage any escalations.
Logistics & Order Coordination
- Work closely with the logistics team to ensure accurate and timely delivery of customer orders.
- Track deliveries and follow up on any customer issues post-delivery.
- Help coordinate product pickups, replacements, and returns as needed.
Customer Relationship Management
- Build positive relationships with new and existing customers.
- Follow up with onboarded customers to ensure satisfaction and encourage retention.
- Maintain a customer database and track all interactions and service requests.
Reporting & Feedback
- Report weekly on customer concerns, service trends, and issues requiring escalation.
- Collect feedback from customers and suggest improvements to the product or service process.
Qualifications
- Diploma/Bachelor’s degree in Business, Marketing or related Field
- 2+ years’ experience in customer service or client relations, preferably in tech, retail, or B2B environments
- Excellent communication and interpersonal skills (written and verbal)
- Strong organizational skills and ability to manage multiple requests at once
- Tech-savvy and comfortable using CRMs, ticketing systems, or messaging platforms
- Customer-first mindset and problem-solving attitude
- Experience working in a startup or fast-paced environment
- Familiarity with device repair or technical coordination
- Ability to speak Kiswahili and English fluently
How to Apply
If you are up to the challenge and possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Service Executive – EdTech) to kisumukulturemag@gmail.com