Customer Service Representative

ABOUT THE COMPANY

Purpink Gifts Ltd is a full-service artisan gifting and branding business specializing in gift design for companies, individuals, and spaces. We have backgrounds in design, event planning, logistics, e-commerce, graphic design, and branding.

We are the go-to people for same-day flower & gift delivery service in Kenya, to help you celebrate key milestones like your anniversaries, end of the year, or just because. We value flawless execution and sound logistics almost as much as the appearance of the gifts. From start to finish, we make the process of ordering for a gift completely stressful free knowing that your gift is not only beautifully crafted (and looking), but also safely off your shoulders onto ours.

Position Overview:

As a Customer Service Representative, you will be the superhero who saves the day for our customers! You'll be the friendly voice on the other end of the line, the empathetic chat buddy, and the reliable email correspondent. You'll be responsible for delivering exceptional service and support to our customers, ensuring that their needs are met in a timely and efficient manner.

Responsibilities:

Respond promptly to customer inquiries and requests via phone, email, chat, and social media.

Provide accurate, valid, and complete information to customers regarding products, orders, shipping, and returns.

Resolve customer complaints and issues related to product quality, shipping, billing, and returns in a timely and efficient manner.

Facilitate customer transactions and payments, ensuring accuracy and security.

Upsell and cross-sell products and services to customers to increase revenue and customer loyalty.

Identify and assess customers' needs to achieve satisfaction and retention.

Collaborate with other departments, such as logistics and product development, to resolve customer issues or improve the customer experience.

Track and report customer feedback and trends to management to inform business decisions and improve overall customer experience.

Maintain accurate customer records, including contact information, orders, and interactions.

Provide feedback and suggestions to improve customer service processes and procedures.

Participate in ongoing training and professional development opportunities to improve customer service skills and knowledge.

Requirements:

Degree in any business-related field.

3-4 years of experience in customer service or a related field, preferably in e-commerce.

Excellent verbal and written communication skills.

Strong problem-solving and decision-making abilities.

Ability to remain calm and professional in stressful situations.

Comfortable with using and learning new technologies and software.

Ability to work independently as well as part of a team.

Interviews shall be conducted on a rolling basis.

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