Customer Service Executive
Job summary
The Customer Service Executive will be responsible for delivering excellent customer experiences by handling customer inquiries, resolving issues, and providing accurate information about products and services.
Min. qualification
Diploma
Experience level
Entry level
Experience length
2 years
Language
English, Swahili
Working hours
Full Time - 8 to 5
Applicant location
Rest of Kenya, Kenya
Job description & requirements
Reports to: Customer Service Supervisor
Role Purpose
The Customer Service Executive will be responsible for delivering excellent customer experiences by handling customer inquiries, resolving issues, and providing accurate information about products and services. This role is ideal for individuals with strong communication skills who are looking to build a career in customer service, hospitality, or contact centre operations.
Key Responsibilities
● Handle customer inquiries via phone, email, chat, or face-to-face interactions.
● Provide accurate information about products, services, and company policies.
● Resolve customer complaints professionally and in a timely manner.
● Escalate complex issues to supervisors when necessary.
● Maintain high levels of customer satisfaction and service quality.
● Follow service standards, scripts, and quality guidelines.
● Demonstrate empathy, patience, and professionalism in all interactions.
● Accurately record customer interactions in the system.
● Update customer records and maintain confidentiality.
● Meet daily performance and quality targets.
Qualifications & Experience
● Diploma or Bachelor’s degree in Hospitality, Business, Communications, or related field.
● 0–2 years of experience in customer service, hospitality, or call centre roles.
● Fresh graduates and career starters are encouraged to apply.
Key Skills & Competencies
● Excellent verbal and written communication skills.
● Strong listening and problem-solving abilities.
● Customer-focused and service-oriented mindset.
● Ability to remain calm under pressure.
● Basic computer skills and willingness to learn systems.
● Ability to work in shifts, weekends, or public holidays (where applicable).
● Proficiency in basic computer applications.
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