Chupa Chap is a leading player in the alcohol and beverage industry, dedicated to delivering exceptional products to our customers. We are currently seeking a dedicated Customer Service Representative to join our dynamic team. As a vital member of our customer service department, you will report directly to the Customer Service Manager, playing a crucial role in ensuring customer satisfaction and contributing to the overall success of our organization.
Responsibilities:
Customer Interaction:
- Handle incoming customer inquiries via phone, email, or chat in a timely and professional manner.
- Provide accurate information regarding products, services, and promotions.
Order Processing:
- Assist customers with order placements, modifications, and cancellations.
- Coordinate with relevant departments to ensure timely and accurate order fulfillment.
Issue Resolution:
- Address and resolve customer complaints or concerns, aiming for first-contact
- resolution.
- Escalate complex issues to the appropriate department for further investigation.
Product Knowledge:
- Stay informed about Chupa Chap\’s product offerings, promotions, and industry trends.
- Provide recommendations and upsell products based on customer preferences.
Communication:
- Communicate effectively with internal teams to relay customer feedback and recurring issues.
- Collaborate with colleagues to maintain a cohesive and supportive work environment.
Compliance:
- Ensure adherence to legal regulations regarding the sale and distribution of alcohol.
- Uphold responsible service practices and age verification procedures.
Documentation:
- Maintain accurate and detailed records of customer interactions, transactions, and resolutions.
Qualifications:
- A Diploma or Degree in Sales, Marketing, Customer Care, or equivalent
- Minimum of 2 years of experience as a customer service or call center representative.
- Excellent verbal and written communication skills
- Proficiency in using CRM software and other relevant computer applications.
- Ability to handle high call volumes and manage multiple tasks simultaneously.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Empathetic and patient attitude when dealing with customer concerns.
- Strong active listening skills and attention to detail.
- Ability to adapt to changing customer demands and company policies.
- Strong teamwork and collaboration skills.
- Positive and professional demeanor.
Method of Application
Interested candidates are invited to submit their resume and a cover letter to hr@chupachap.co.ke. Please specify “Customer Service Agent Application” in the subject line.
Chupa Chap is an equal-opportunity employer, and we encourage candidates from diverse backgrounds to apply.
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