Customer Service Representative Job NCH Nairobi, Kenya

At Nairobi Central Hardware Ltd., our mission is to provide the broadest selection of high-quality tools & accessories across Kenya & East Africa. Our product range supports the construction, manufacturing, plumbing, home renovation, & farming industries. We are passionate about delivering practical solutions & reliable service.

JOB SUMMARY:

The Customer Service Representative is responsible for managing the front office, attending to customers professionally, handling inquiries and calls, and providing administrative support to various departments including Accounts, Sales, Operations, and IT. The role ensures smooth daily office coordination and excellent customer experience. 

Key Responsibilities:

Front Office & Customer Service

• Receive and welcome walk-in customers, suppliers, visitors, and guests professionally.
• Handle incoming phone calls, WhatsApp inquiries, and emails promptly and courteously.
• Direct customers and visitors to the appropriate department or staff member.
• Maintain a clean, organized, and professional reception/front office area.
• Build and maintain strong customer relationships through excellent customer support and communication.
• Serve refreshment to walk in visitors like tea or water presentably
• Collect and release the operations department personal phone in the morning and evening and report any missing or irregularities.
• Assist customers with basic product, service, and company information.
• Record customer complaints, inquiries, and feedback and escalate them to the relevant departments where necessary.
• Conduct monthly customer satisfaction surveys and prepare feedback reports.
• Collect and document customer feedback to support continuous service improvement.
• Coordinate with the Dispatch Team to ensure turnaround times (TAT) are maintained and walk-in customers are served efficiently.

Delivery Note & Invoice Administration

• Attach customer invoices and receipts to the corresponding delivery notes before issuing them to customers.
• Verify customer invoices for accuracy and ensure compliance with ETR requirements, including obtaining necessary approvals and signatures.

Financial Document Handling

• Support the Accounts Department in filing and organizing financial documents, including receipts, invoices, credit notes, and debit notes, purchase invoices.
• Receive and issue customer cheques accurately, securely, and in accordance with company procedures. (ensuring visitor sign before collecting any document)
• Maintain proper records of all cheque transactions and supporting documentation.

Records Management & Administrative Support

• Maintain proper filing systems for office documents, records, and correspondence.
• Scan, photocopy, print, and dispatch documents as required.
• Prepare and update reports, spreadsheets, and administrative records.
• Ensure customer and company records are maintained accurately and confidentially.
• Support document flow between departments to ensure timely processing and retrieval.

Dispatch & Logistics Documentation Support

• Ensure pink and yellow copies of delivery notes returned by KBX and riders are properly stamped, sorted, and filed.
• Coordinate courier deliveries and movement of documents between departments.
• Assist in maintaining organized records of dispatch-related documentation.

Office Coordination & Hospitality

• Monitor office stationery and front-office supplies and report replenishment requirements.
• Support effective communication between departments.
• Prepare and serve refreshments to guests, visitors, and management meetings when required.
• Ensure the reception and waiting areas remain presentable at all times.

General Responsibilities

• Uphold high standards of professionalism, confidentiality, and customer service.
• Comply with company policies, procedures, and operational requirements.
• Perform any other duties assigned by management that are reasonably related to the role.

Qualifications & Experience

• Bachelor Degree in Customer Service, Business Administration, Office Administration, or related field.
• Previous experience in customer service, front office, reception, or administrative support is an added advantage.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
•  Computer literacy and willingness to learn office systems.

Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Professional appearance and conduct.
• Good organizational and multitasking abilities.
• Ability to work under pressure and handle multiple departments.
• Attention to detail and confidentiality.
• Team player with a positive attitude.

How to Apply

Click Here to Apply