Customer Support Agent- Nairobi

What You’ll Do:

Conduct credit and collections outbound calls to customers to; verify and allocate payment details for accurate record keeping, clarify accounting and payment issues, provide reminders on upcoming payments, and share lists of accounts requiring follow-up with relevant sales personnel.

Customer Satisfaction: Conduct follow-ups within 7 days of a sale to appreciate customers, clarify the sales process, address product questions, and gauge satisfaction. There are also biannual follow-ups to understand future customer needs.

Customer Support/Returns: Serve as the first point of contact by assisting with product setup and usage, providing phone-based technical support, initiating and scheduling return or exchange processes, tracking return reasons, and coordinating reverse logistics for items to be returned to the supplier.

Compliance: performing spot checks on processes, implementation, and delivery, and validating Multi-Level Marketing (MLM) downstream sales and the activity of Group Leaders.

Conduct customer and market research to: gather insights on customer needs, potential products, and pricing; collect early feedback on new products; identify ideas for

Industries:Consumer Goods

Function: Others