Customer Service Rep at Nexgen Packaging

About the Role – Customer Service Officer – Kenya

Our ideal candidate will bring passion to their role, focusing on delivering exceptional customer service and ensuring client satisfaction. This position requires someone who is empathetic, solution-oriented, and can confidently handle customer inquiries and challenges. Strong communication skills, energy, and the ability to work under pressure are essential. We’re looking for someone who thrives on problem-solving, enjoys engaging with customers, and is committed to continuous improvement and growth.

Responsibilities

• Responding promptly to customer inquiries.
• Communicating with customers through various platforms like Email, ECOM, phone.
• Follow up with customer order and communicate with all necessary information.
• Work with suppliers to ensure goods are in house on time.
• Work on company system to follow up orders status internally and update customer accordingly.
• Provide up-to-date product and service information to customers.
• Ensure customer satisfaction and provide professional customer support.
• Escalate customer issues to the appropriate department or manager as needed.
• Collaborate and work with production team, supplier and regional offices to find appropriate solutions to customer complaints and concerns.
• Provide feedback to management on customer issues, customers order practice & concerns.

Preferred Qualifications

• Strong communication skills – building relationships and effective teamwork are essential.
• Ability to work independently and efficiently to meet deadlines.
• Self-motivated, detail-oriented, and highly organized.
• Bachelor’s degree preferred, but not required.
• Minimum of 2-4 years of relevant experience in a customer service role.
• Familiarity with customer service processes and order management systems is preferred.
• Experience in the garment industry is highly preferred
• Excellent interpersonal skills with the ability to handle diverse customer interactions.
• Strong problem-solving and analytical abilities.
• Exceptional organizational and time-management skills.