About the Role


iSON Xperiences Kenya is seeking dynamic and customer-focused E-commerce Customer Care Executives to join our team in Westlands, Nairobi. The ideal candidate will be responsible for managing customer interactions across multiple channels and ensuring a seamless experience for our e-commerce clients.


Key Responsibilities


Handle customer inquiries via phone, email, and chat in a timely and professional manner.
Address and resolve customer complaints effectively; escalate complex issues where necessary.
Assist customers with orders, returns, exchanges, and provide accurate product information.
Monitor and track customer orders to ensure timely processing and delivery.
Collaborate with internal teams to resolve issues and enhance customer satisfaction.


Required Qualifications and Skills


Bachelor’s degree in Commerce, Business Administration, or a related field.
Minimum of 1 year experience in customer service within an e-commerce environment
Excellent communication and interpersonal skills.
Strong problem-solving abilities and customer-centric approach.
Ability to manage multiple tasks and customer queries simultaneously.
Proficiency in Microsoft Office applications (Word, Excel, Outlook).


Preferred Qualifications


Experience with e-commerce platforms and tools.
Familiarity with order management systems and customer service software.


Work Conditions


Must be flexible to work extra hours as required by the business.
Must reside within reasonable commuting distance to the office to support timely reporting and transpor coordination.