Customer Service Agent Job Greenspoon

Customer Service Jobs. Greenspoon Jobs

The role

As Customer Service Agent, you will be the voice and heart of Greenspoon. You will work as part of a small team that handles every phone call, WhatsApp, email, and customer interaction with care, energy, and efficiency. You will ensure that every customer feels heard, helped, and delighted. You will be both the first line of defense and our frontline ambassador solving problems, gathering feedback, and helping the rest of the company learn from every customer conversation. This is a role with a clear path to leadership — we are looking for someone who is ready to grow into a Customer Service Agent as the team scales.

Key responsibilities

• Support the day-to-day operations of our customer success team, ensuring quick response times, empathetic conversations, and high-quality resolutions
• Work alongside a team of customer success agents across phone, WhatsApp, and email, and demonstrate best practices in handling customer interactions
• Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
• Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
• Be a customer advocate across the business – collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
• Design and implement internal processes to improve how the team operates and responds to customer issues
• Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
• Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
• Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction

You will love this role if you…

• Believe that customer service is a strategic pillar of business, not a back office
• Are energized by solving problems and helping others succeed
• Are a people person who builds trust quickly and communicates with warmth and clarity
• Thrive in a fast-paced environment and enjoy bringing structure to chaos
• Enjoy working collaboratively across teams and functions
• Have a bias for action, a positive attitude, and a strong sense of accountability
• Are calm under pressure and know how to manage high volumes without compromising quality
• Are always asking: how can we do this better next time?

Qualifications

• 1–2 years of customer success or customer service experience in a similar role
• Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
• Clear communication skills in both English and Kiswahili, spoken and written
• Strong organizational, problem solving and process improvement skills
• Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
• Ability to use CRM tools, spreadsheets, and reporting tools
• Experience in eCommerce, logistics, or fast-moving environments is a strong advantage

How to Apply

If this sounds like you, please email us at hr@greenspoon.co.ke with your CV, cover letter and your salary expectations.