Job particulars
- Job title
- Customer Care Executive
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Customer Service
- Level
- Entry
- Experience
- 0+ years
- Posted
- 7 Oct 2026
- Closing date
- 21 Oct 2026
Key responsibilities
- Handle customer inquiries through chat and email in a courteous and professional manner.
- Build rapport with customers and provide personalized support.
- Provide accurate and consistent product and service information.
- Probe, clarify, and verify customer information to understand and resolve customer needs.
- Demonstrate empathy and maintain professionalism when handling challenging customers.
- Accurately tag chats and emails in line with established guidelines.
- Ensure all customer interactions meet quality, compliance, and service standards.
- Identify customer experience or process gaps and escalate them to the Team Leader.
- Use approved systems and tools to respond to customer inquiries effectively.
- Adhere to assigned shifts, attendance requirements, and schedules.
- Meet daily productivity, quality, and other performance KPIs.
- Escalate complex or unresolved customer issues appropriately.
- Prepare daily performance reports where required.
- Support the onboarding and mentorship of new team members when assigned.
- Keep up to date with product, process, and service changes.
Candidate requirements
- Minimum Diploma or Bachelor’s Degree in a relevant field.
- 0–1 Year of customer service experience; call centre or ecommerce experience is an added advantage.
- Excellent written and spoken English.
- Strong typing skills and computer literacy.
- Proficiency in Microsoft Office applications.
- Strong listening, probing, and problem-solving skills.
- Ability to communicate clearly and professionally through written channels.
- Strong emotional control and ability to remain calm under pressure.
- Positive attitude, professionalism, and willingness to learn.
- Ability to work effectively both independently and as part of a team.
- Knowledge of additional local languages is an added advantage.
- Behavioural Competencies.
- Customer Focus
- Demonstrates empathy and professionalism.
- Maintains a positive customer experience.
- Understands and communicates product and service information accurately.
- Teamwork
- Works collaboratively with colleagues.
- Supports team objectives.
- Assists with onboarding and mentoring when required.
- Communication
- Communicates clearly and professionally.
- Uses appropriate language, facts, and logic when responding to customers.
- Performance Orientation.
- Consistently meets quality and productivity targets.
- Takes ownership of individual performance.
- Seeks support and takes corrective action where necessary.
- Self-Management
- Demonstrates accountability and enthusiasm.
- Manages time effectively.
Candidate safety
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Hiring organisation
s Expand Recruitment Services