Petsasa
Job Field Customer Care
We are looking for a passionate and dedicated Customer Care Representative to join our team at a leading eCommerce pet store in Nairobi, Kenya. The ideal candidate will play a crucial role in ensuring our customers have a seamless and enjoyable shopping experience. If you are keen to details, empathetic, quick to learn, well-organized, and an excellent communicator both in oral and written skills, we would love to have you on our team!
Key Characteristics:
- Keen to Details: You notice the little things that others might miss, ensuring accuracy in all tasks.
- Empathetic: You can relate to customers’ concerns and handle situations with care and understanding.
- Quick Learner: You easily pick up new information and adapt to changes.
- Well-Organized: You manage your tasks efficiently and keep everything in order.
- Excellent Communicator: You express yourself clearly and effectively in both oral and written communication.
Skills & Competencies
- Diploma or Bachelor’s degree from a recognized Institution
- Previous experience in a customer care role, preferably in an e-commerce or retail environment.
- Passion for pets and a good understanding of pet products is a plus.
- Fluency in English and Kiswahili, with strong communication skills in both languages.
Responsibilities
- Handling incoming and outgoing customer calls.
- Interacting with customer on behalf of the company through phone calls, chat and email.
- Providing accurate and timely information about company products and services
- Resolving customer complaints via phone, email or social media
- Assisting with placement of orders, refunds or exchange of items.
- Providing information and reports as requested.
- Any other duty assigned by the management from time to time
Career Advice for Customer Care Professionals
Customer care professionals are the face and voice of a brand. In today’s fast-paced, digital-first world, delivering excellent customer service goes beyond answering inquiries—it’s about creating a lasting, positive customer experience. Whether you work in a call center, retail, or online support, advancing in this field requires a mix of soft skills, technical know-how, and adaptability.
1. Strengthen Communication & Empathy
Clear, respectful, and empathetic communication is key. Active listening and tone control (especially over phone or chat) can defuse tension and build trust. Tailor your responses based on customer mood and context for better satisfaction.
2. Get Comfortable with CRM Tools
Familiarity with platforms like Zendesk, Salesforce, or HubSpot gives you an edge. These tools streamline support tasks, track customer interactions, and help personalize responses—key to modern customer service.
3. Embrace Multichannel Support
Today’s customer may reach out via phone, email, social media, or live chat. Developing skills across multiple channels (including social media etiquette and writing for live chat) increases your versatility.
4. Handle Difficult Customers Gracefully
Remain calm, focus on resolution, and know when to escalate. Training in conflict resolution and stress management can be extremely valuable for long-term success.
5. Upskill with Certifications
Short courses in customer service, communication, or even sales can help you move into supervisory or training roles. Platforms like Coursera or Alison offer affordable options.
Salary Approximation: In Kenya, a customer care representative typically earns between KES 35,000 to 80,000 monthly, with call centers and telecoms often offering higher rates.
Would you like a list of short courses or free certifications to explore?
To apply for this job please visit petsasa.co.ke.