Customer service and support

Customer Delight Representative

Full Time

Greenspoon is Kenya’s first and only online store for conscious consumers. The company specializes in connecting customers with the source of their products and is underpinned by a philosophy that conscious consumerism can help diminish the effects of climate change, and that through changing the way humans consume we will be able to achieve lasting change.

Greenspoon is an early adopter e-commerce business coming to the end of its fifth year of trading. Kenya saw a massive uptick in e-commerce businesses when Covid hit in March 2020; Greenspoon had an established track record for reliability and high-quality products; as well as having systems, processes and human resources in place to cope with rapid growth.

Today we seek a Customer Delight Representative who wants to deliver exceptional customer success. You do everything to please the customer, you are super responsive and make sure that every customer leaves the interaction with Greenspoon with a smile! You come up with nice ideas to surprise the customers and are able to track KPIs regarding customer success.

Greenspoon trades online and focuses on offering customers exceptional quality products from select artisan producers around Kenya. The company’s position within the market is high end, targeted at the higher income demographic in Nairobi with a high average basket size and deep customer loyalty.

Responsibilities

The Customer Delight Representative will help us with the following:

Drive our NPS score and customer service score
Responding to customer enquiries through phone and WhatsApp
Contacting customers with abandoned carts or failed orders/payments
Contacting and reactivating inactive customers
Check retention rates
Set up customer service processes
Come up with creative gifts or giveaways for customers
Cross selling for orders

Qualifications

Bachelor’s level
Excellent written and verbal communication in English and Swahili
Super representative
Extremely patient and empathic with customer
Super problem solver and organizer
Eager to learn
Greenspoon employs individuals who are enthusiastic and understand our overall business proposition and want to be part of a movement for change. We look for individuals who are 100% dedicated to the job but also good fun to have in the team, and able to work as a team and ‘muck in’ with other team members. We follow the principle of Agile Leadership, and agility is at the heart of our success, so we look for individuals who can embrace these principles.

The job is based in Regen, Kikuyu

How To Apply

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