Customer Service Assistant.

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Career Management Center Limited is seeking to recruit a Customer Service Assistant for our client, MumsVillage, a vibrant online village that provides resources, community support and expert advice for pregnant women and mothers in Kenya.

Position Title: Customer Service Assistant

Reports to: E- Commerce Head

Location: Nairobi

Overall responsibility: Ensuring that all calls, product reviews, questions and emails are responded to in a professional and courteous manner, building a relationship with the customer and resolving the customer’s questions and concerns and managing orders.

Essential Functions & Key Responsibilities:

Order management

  • Ensure online order information is verified, accurate and processed for a timely delivery.
  • Enter orders into the e-commerce system & confirm back to the customer.
  • File customer orders in the designated area as needed.
  • Support with matters concerning shipping and product information.
  • Receiving goods from suppliers into the warehouse and preparing a delivery report.
  • Quality check of goods coming in and out of the warehouse.
  • Barcoding products within the warehouse.
  • Picking and packing orders meant for delivery.
  • Dispatching of orders from the e-commerce store with delivery partners.
  • Ensure daily receiving, packing, delivery plans and payments from customers are completed.
  • Processing product returns from customers.
  • Maintain inventory by conducting physical counts; reconciling variances; inputting data on an inventory system, complete reporting for the process.
  • Overseeing invoicing processes and coordinating relevant stock management processes.
  • Liaise with E-Commerce lead as significant performance or fulfilment issues occur within the warehouse
  • Maintain a safe, clean and organized warehouse.

Customer service/Client relations

  • Handle and monitor online live-chat support; be able to handle chat and phone simultaneously.
  • Respond to all customer inquiries (email, phone or chat), resolve complaints, product reviews, returns, disputes within a documented and timely manner.
  • Investigate inquiries and resolve problems.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Handle customer complaints quickly, provide appropriate solutions and alternatives in a timely manner; follow up with the customer to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Handling office admin work.
  • Other duties as assigned as needed.

Candidate Requirements:

  • Diploma or degree in communication, marketing or business related field with Proven track record of excellent customer support experiences as a client service representative.
  • 2-3 year’s customer service experience in an e-commerce environment
  • Strong phone contact handling skills and active listening.
  • Familiarity with CRM systems and practices.
  • Digital marketing and social media management skills will be a plus.
  • Proficient in Excel, Word.
  • Flexible schedule, to include evenings/weekends if needed to accommodate business.

How to Apply:

Qualified candidates should send their CVs and Cover letter to and Cc: clearly indicating the position they are applying for on the email subject not later than the 2nd October, 2019.

This is an urgent position and shortlisting will be done on a rolling basis.

Only shortlisted candidates will be contacted.

Career Management is a proud equal opportunity and does not discriminate the applicants on any basis.

MumsVillage Website:



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