Customer Service Executive

The Customer Service Representative (CSR) is responsible for delivering exceptional customer experiences across all City Walk Ltd branches. This role involves managing customer interactions, resolving complaints, collecting feedback, and supporting business decisions through accurate reporting and data analysis. The CSR will work closely with internal departments including Sales, Logistics, Inventory, and Quality Control to ensure customer satisfaction, loyalty, and informed product and service improvements.

Key Responsibilities

1. Customer Engagement & Relationship Management

• Respond to customer inquiries promptly and professionally via phone, email, SMS, in-person, or chat.
• Provide clear and accurate information on products, services, promotions, and store policies.
• Conduct post-purchase follow-ups to ensure satisfaction and gather structured feedback.
• Build long-term relationships through proactive communication and personalized service.

2. Customer Data Management & Feedback Collection

• Capture and maintain accurate customer records, including contact details and purchase history, using platforms such as Qlik or EnQuest.
• Design and distribute customer satisfaction surveys to assess service delivery and capture customer preferences.
• Ensure data accuracy and timely updates of customer profiles in the database.

3. Complaint Handling & Service Recovery

• Receive, document, and resolve customer complaints with professionalism and empathy.
• Identify patterns in recurring complaints and escalate persistent issues to relevant departments.
• Monitor resolution timelines and ensure customer feedback is acted upon effectively.

4. Product Feedback & Quality Monitoring

• Analyze customer input related to product performance, durability, and overall satisfaction.
• Highlight product issues or trends to relevant teams such as Procurement, Inventory, and Quality Control.
• Collaborate with these departments to support continuous product improvement and customer retention.

5. Reporting & Insights

• Prepare and submit timely reports on customer satisfaction, recurring concerns, and product feedback on a daily, weekly, and monthly basis.
• Use tools like Microsoft Excel to interpret customer data, identify trends, and support strategic decisions.
• Maintain a performance dashboard to monitor key customer experience metrics.

6. Cross-Functional Collaboration

• Liaise with Sales, Logistics, Inventory, and IT teams to ensure a unified approach to customer support.
• Share customer insights to support stock planning, marketing campaigns, and promotional strategies.

7. Product Knowledge & Service Excellence

• Stay informed about current and upcoming products, price changes, and active promotions.
• Continuously improve service delivery by learning new customer service practices and system updates.
• Represent City Walk Ltd with professionalism and uphold the brand’s image at all times.

Qualifications, Skills, and Attributes

• Diploma or Bachelor’s degree in Business Administration, Marketing, Communication, or a related field
• 1–2 years of experience in a customer service role, preferably in retail, wholesale, or a product-based environment
• Proficient in Microsoft Office Suite, especially Excel for data analysis and reporting
• Familiarity with customer database or ERP systems such as Qlik or EnQuest is an added advantage
• Ability to extract, analyze, and interpret customer and product-related data to support business decisions
• Excellent verbal and written communication skills in English and Kiswahili
• Professional, empathetic, and confident when interacting with customers
• Strong attention to detail and accuracy in maintaining customer records
• Analytical thinker with the ability to identify trends and suggest improvements
• Able to manage multiple tasks, prioritize effectively, and perform well under pressure
• Customer-focused and passionate about delivering excellent service
• Proactive, self-motivated, and solution-oriented
• Team player with a collaborative attitude and willingness to support cross-functional teams
• Honest, reliable, and committed to upholding company values and professional ethics