Customer Service Executive at Unga Holding

Customer Service Executive at Unga Holding – Unga Holding Kenya Job Details

About the Role

Unga Holding is recruiting a Customer Service Executive to join its customer support team in Nairobi on a full-time basis. This is a central position within the organization’s order fulfillment and customer relations operations, responsible for managing customer inquiries, processing orders, and resolving complaints across multiple communication channels. The role bridges customer expectations with internal operational teams to ensure consistent service delivery and customer satisfaction.

The Customer Service Executive at Unga Holding will be the primary point of contact for customers seeking assistance with orders, deliveries, and product quality concerns. You will work within a structured environment that emphasizes first-contact resolution, timely communication, and compliance with agreed service standards. This full-time position offers exposure to FMCG operations, order management systems, and customer relationship management processes used in manufacturing and distribution sectors.

Key Responsibilities

• Receive and respond to customer inquiries via telephone, email, and digital platforms, prioritizing first-call resolution and professional handling of each interaction.
• Investigate customer complaints by identifying root causes, determining corrective actions, and ensuring complaints are resolved and closed within agreed timeframes.
• Process and track orders placed through the Unga shop platform, coordinating with invoicing and logistics teams to ensure accurate order generation, acknowledgment, and timely delivery.
• Monitor open orders and follow up on delayed shipments or back orders with relevant departments and customers to minimize fulfillment delays.
• Liaise with the Quality Assurance team to manage product quality complaints, gather investigation data, arrange product replacements where necessary, and document complete complaint closure.
• Prepare daily, weekly, and monthly performance reports on customer service metrics, order fulfillment rates, complaint volumes, and turnaround times using the CRM system.
• Analyze customer data and internal performance trends to recommend process improvements that enhance efficiency and customer satisfaction within service operations.
• Support the implementation of new customer service procedures and participate in training programs to maintain current product knowledge and service standards.

Requirements & Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Marketing, Supply Chain Management, or a related field.
• Minimum 2–3 years of customer service or order management experience in an FMCG or manufacturing environment.
• Proven proficiency with CRM and ERP systems for order processing and customer record management.
• Demonstrated knowledge of order fulfillment workflows, complaint resolution procedures, and service level agreement compliance.
• Strong written and verbal communication skills in English, with the ability to handle customer interactions professionally and courteously.
• Competency in data analysis and report preparation using spreadsheet and CRM reporting tools.

What to Expect

• A structured customer service environment where your role directly impacts on-time, in-full order delivery performance and customer retention metrics.
• Collaboration with multiple internal departments including invoicing, logistics, quality assurance, and sales teams to resolve customer issues efficiently.
• Regular exposure to CRM data analysis, report generation, and identification of operational improvement opportunities within your functional area.
• This Customer Service Executive at Unga Holding position in Nairobi is open to qualified candidates. Click Apply below to submit your application.