Job Vacancies at Royal Mabati Factory

The Customer Care Agent is responsible for providing exceptional customer service by handling inquiries, resolving complaints, and maintaining customer satisfaction through inbound and outbound communication. The role ensures customers receive timely, accurate, and helpful responses regarding products, services, and orders.

Key Skills & Qualifications:

• Education: KCSE certificate; minimum Grade C plain or equivalent Diploma in Customer Service, Business Administration, or related field (preferred)
• 1-2 years of experience in customer service, preferably in a manufacturing or factory setting
• Good understanding of customer service and CRM systems.
• Excellent communication, listening, and problem-solving skills.
• Friendly, patient, and professional with all types of customers.
• Able to manage time well and handle multiple tasks at once.
• Skilled in MS Office and CRM tools.
• Team player with a positive, customer-first attitude.

Key Competencies

• Fluent in both English and Kiswahili; sharp in written and spoken formats for seamless customer interactions.
• Trained to thrive under pressure, managing heavy call traffic, resolving complaints swiftly, and maintaining professionalism throughout.
• Precision-driven with fast data entry skills, excelling at interpreting customer orders, invoices, and dispatch documentation.
• Multitasking across calls, emails, and system updates simultaneously without missing a beat or a deadline.
• Strong liaison between sales, dispatch, and production ensuring timely delivery and clear customer updates.
• Well-versed in basic factory product specs (sizes, types, colors) and inventory procedures, supporting accurate order fulfillment.
• Calm, patient, and courteous even with irate customers: balancing empathy with clear solutions.
• Dependable team player who adapts quickly to new systems, maintains detailed records, and consistently meets targets.

The Receptionist will be responsible for managing the front office by receiving visitors, directing calls, and performing general administrative duties. Ensuring a welcoming and professional atmosphere, supporting the smooth daily operations of the office while maintaining a high standard of customer service and organization.

Key Skills & Qualifications:

• Educational: Diploma in Front Office Management, Business Administration, or a related field, providing a solid foundation in office operations and client service.
• Skilled in MS Office applications (Word, Excel, Outlook) and familiar with office systems for scheduling, record-keeping, and communication.
• Demonstrate excellent verbal and written communication, maintaining clarity, professionalism, and a friendly tone in all interactions.
• Answer, screen, and forward calls promptly and courteously, ensuring every caller receives accurate and timely assistance.
• Efficiently plan, prioritize, and manage multiple responsibilities to ensure smooth daily office operations.
• Manage the reception area to ensure it remains neat, welcoming, and professional for all visitors and staff.
• Issue visitor passes, record guest details, and follow company security procedures to maintain order and safety.
• Handles document preparation, filing, scanning, and mail distribution while maintaining accurate and accessible records.

Key Competencies

• Able to present a warm, respectful, and polished demeanor while maintaining a professional image at all times.
• Demonstrate the ability to notice and correct errors, ensuring accuracy in documentation, communication, and reporting.
• Able to handle sensitive information responsibly, maintaining a high level of discretion and trustworthiness.
• Customer Service Orientation: Possess the ability to listen actively, respond empathetically, and deliver positive customer experiences consistently.
• Team Collaboration: Able to work cooperatively with colleagues, contribute to team goals, and support smooth office operations.
• Composure Under Pressure: Demonstrate the ability to remain calm, focused, and efficient during busy or challenging situations.
• Adaptability & Initiative: Able to adjust quickly to new systems, policies, and tasks while taking initiative to identify and solve issues proactively.
• Reliability & Accountability: Possess the ability to complete tasks with consistency, meet expectations, and uphold a dependable work ethic.

As our Crane Operator, you’ll handle lifting operations with precision and safety, ensuring smooth material movement on site. You’ll coordinate closely with site teams, maintain equipment, and follow safety protocols to support timely project delivery.

Key Skills & Qualifications:

• Education: Minimum of KCSE Certificate or equivalent.
• Certificate in Crane Operation from a nationally accredited institution (NITA/TVET).
• Driving License: Valid driving license.
• Experience: At least three years of experience as Winch/Crane Operator.
• Medical Fitness: Must be physically and medically fit.

Key Competencies

• Technical Knowledge: Understanding crane mechanisms, load limits, and safety protocols.
• Hand-Eye Coordination: Excellent coordination to maneuver cranes smoothly and safely.
• Attention to Detail: Precision in controlling crane movements to avoid accidents.
• Spatial Awareness: Ability to judge distances and navigate the crane in tight spaces.
• Communication Skills: Clear communication with ground crew to coordinate lifts.
• Problem-Solving: Quick thinking to address any mechanical issues or obstacles.
• Physical Stamina: The ability to handle physically demanding tasks for long periods.
• Safety Awareness: A strong commitment to following safety regulations and procedures.