Customer Care Executive – Ecommerce Chats at iSON Xperiences Limited

Customer Care Executive – Ecommerce Chats at iSON Xperiences Limited – iSON Xperiences Limited Kenya Job Details

Duties & Responsibilities

• Build rapport with customers by handling all chat/email interactions in a courteous and professional manner.
• Ensure accurate and consistent communication of product and service information during all customer interactions.
• Obtain, clarify, and verify customer information to ensure delivery of high-quality customer service.
• Demonstrate empathy where required and provide customers with personalized and supportive assistance.
• Accurately tag all chats/emails in line with the defined tagging guidelines.
• Ensure all interactions meet the set quality standards and compliance requirements.
• Contribute to continuous improvement of customer experience by identifying process or productivity gaps and reporting them to the Team Leader.
• Use approved tools and systems to effectively respond to customer inquiries and requests.
• Adhere strictly to attendance and shift schedules.
• Support onboarding and training of new team members through mentorship where required.
• Prepare and submit daily performance reports where applicable.
• Escalate complex queries to the Team Leader for timely resolution.
• Consistently meet daily performance targets and KPIs.

Knowledge, Skills & Abilities

• Minimum of a Bachelor’s Degree or Diploma in a relevant field.
• Strong listening skills with the ability to probe effectively for accurate understanding of customer needs.
• Good typing speed and strong computer literacy, especially Microsoft Office applications.
• Excellent written communication skills with fluency in English (additional local languages is an advantage).
• Ability to work effectively in a team-oriented environment.
• Strong emotional control and ability to remain calm under pressure.
• Positive attitude with a consistent level of energy and professionalism throughout the workday.
• Willingness to continuously learn product and service updates.

Work Conditions

• Ability to work in a 24/7 shift environment, including nights, weekends, and public holidays.
• Willingness to work overtime based on business requirements.
• Must reside within a reasonable commuting distance to the office.
• May be required to undergo periodic occupational health assessments.

Years of Relevant Experience

• 0–1 year in customer service, preferably in a call center or ecommerce environment.
• Basic understanding of customer service processes and product knowledge is an added advantage.

Behavioural Competencies

Customer Focus

• Demonstrates strong understanding of products and services.
• Maintains professionalism, friendliness, and empathy in all interactions.
• Consistently delivers high standards of customer service.

Teamwork

• Supports colleagues and contributes to team success.
• Observes punctuality and adherence to schedules.
• Assists in onboarding and mentoring new employees where required.

Communication

• Communicates clearly and professionally with customers.
• Uses facts and logic to resolve customer concerns effectively.

Performance Orientation

• Consistently meets performance targets despite repetitive tasks.
• Monitors own performance and takes corrective action when necessary.
• Seeks support when needed to improve results.

Self-Management

• Demonstrates enthusiasm and accountability in daily tasks.
• Sets personal development goals and works towards them.

Adaptability

• Responds positively to changing work demands.
• Adjusts effectively to new processes and environments.

Method of Application