Receptionist at Westside Distillers & Vintners East Africa Ltd

Position: Customer Service Executive

The Customer Service Executive will be responsible for managing and maintaining strong relationships with customers to increase customer satisfaction. The successful applicant’s responsibilities will include:

Reception Duties:

• Receive and assist visitors and clients, alerting relevant staff about their visitors.
• Manage inbound and outbound calls.
• Relay messages to staff taken in their absence.
• Receive and dispatch relevant mails to relevant staff.
• Ensure proper housekeeping of the reception area.
• Ensure all telephone extensions are working, reporting faulty ones immediately and following up to closure.
• Maintain workplace security by issuing, checking, and collecting badges/visitor sheets as necessary, and maintaining visitor logs.
• Resolve complaints by clarifying issues, exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.

Customer Service:

• Maintain accurate records of customer interactions, transactions, and inquiries.
• Prepare accurate invoices as per customer orders, receipt, dispatch statements, and handle bankings.
• Receive, document, and resolve customer requests through inbound communication channels.
• Lead initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.
• Stay knowledgeable about WDV products, pricing, and company policies to provide accurate information at all times.

Qualifications:

• Bachelor’s Degree in a business field.
• 3+ years of experience in a busy customer service role.
• Basic financial management/accounting knowledge.
• Prior interaction with CRM/ERP systems will be an added advantage.
• Fluency in English and Swahili (reading, speaking, and writing) with strong customer handling skills.

Interested candidates should submit their cover letter and CV only to info@westsidedistillers.co.ke. Applications will be reviewed on a rolling basis until the position is filled.