Customer Service Agent – Chupa Chap Ltd

Buying your favorite drink in Nairobi has proven to be quite a challenge. From the endless traffic jams, to the hassle of finding parking and queuing to pay. We found ourselves in situations, from BBQs and parties to catching football games over the weekend, where we needed to buy drinks without having to go through the inconveniences. All our efforts to find a reliable liquor store to deliver in good time were futile.

Responsibilities:

Customer Interaction:

•  Handle incoming customer inquiries via phone, email, or chat in a timely and professional manner.
•  Provide accurate information regarding products, services, and promotions.

Order Processing:

•  Assist customers with order placements, modifications, and cancellations.
•  Coordinate with relevant departments to ensure timely and accurate order fulfillment.

Issue Resolution:

• Address and resolve customer complaints or concerns, aiming for first-contact
• resolution.
•  Escalate complex issues to the appropriate department for further investigation.

Product Knowledge:

• Stay informed about Chupa Chap's product offerings, promotions, and industry trends.
•  Provide recommendations and upsell products based on customer preferences.

Communication:

• Communicate effectively with internal teams to relay customer feedback and recurring issues.
•  Collaborate with colleagues to maintain a cohesive and supportive work environment.

Compliance:

• Ensure adherence to legal regulations regarding the sale and distribution of alcohol.
• Uphold responsible service practices and age verification procedures.

Documentation:

•  Maintain accurate and detailed records of customer interactions, transactions, and resolutions.

Qualifications:

•  A Diploma or Degree in Sales, Marketing, Customer Care, or equivalent
•  Minimum of 2 years of experience as a customer service or call center representative.
• Excellent verbal and written communication skills
• Proficiency in using CRM software and other relevant computer applications.
• Ability to handle high call volumes and manage multiple tasks simultaneously.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Empathetic and patient attitude when dealing with customer concerns.
• Strong active listening skills and attention to detail.
• Ability to adapt to changing customer demands and company policies.
• Strong teamwork and collaboration skills.
• Positive and professional demeanor.

Interested candidates are invited to submit their resume and a cover letter