Customer Service Representative at Morsan HR Consulting

Morsan is a global powerhouse in hr consultancy, with a strong reputation built on excellent client relationships. Our specialization lies in tailoring comprehensive hr services to meet your organization's unique needs. from talent acquisition and development to performance management and hr strategy, we offer a wide range of solutions designed to elevate y...

 

Customer Service Representative

  • Job TypeRemote
  • QualificationBA/BSc/HND , Diploma
  • Experience2 - 3 years
  • LocationNairobi
  • Job FieldCustomer Care 

The ideal candidate is proactive, organized, disciplined, reliable under minimal supervision, and has strong communication skills and the ability to work independently in a dynamic environment.

Key Responsibilities

  • Receive and respond promptly to client inquiries via phone, WhatsApp, email, and other communication channels.
  • Provide accurate and detailed information on fumigation services, treatment options, pricing, and preparation requirements.
  • Assess client needs and recommend appropriate service options based on the type and urgency of infestation.
  • Schedule service appointments in coordination with technicians and confirm booking details with clients.
  • Send appointment reminders and pre-service instructions to ensure clients are adequately prepared.
  • Liaise with technicians to communicate job details, special instructions, and schedule adjustments.
  • Monitor job completion status and update service records accurately and in a timely manner.
  • Follow up with clients after service delivery to confirm satisfaction and address any concerns.
  • Receive, document, and manage client complaints, ensuring timely investigation and resolution.
  • Escalate technical or operational issues to the appropriate department and track cases to closure.
  • Maintain accurate and up-to-date customer records, including service history and contact details.
  • Prepare weekly service reports and track repeat clients and referral opportunities to support retention and business growth.

Minimum Qualifications & Requirements

  • Bachelor’s Degree or Diploma in Business Administration, Communication, Customer Service, or a related field.
  • Minimum 2–3 years’ experience in a customer service role, preferably in a service-based or field operations environment.
  • Proven experience in managing customer complaints and conflict resolution professionally.
  • Strong verbal and written communication skills with the ability to explain services clearly and confidently.
  • Proficiency in Microsoft Office (Word, Excel) and familiarity with CRM or booking systems.
  • Strong organizational and time management skills with the ability to manage multiple client requests simultaneously.
  • High level of attention to detail in maintaining accurate customer records and service logs.
  • Ability to work under pressure and respond quickly to urgent service requests.
  • Sales awareness or basic upselling experience (advantageous for promoting recurring fumigation services).
  • Experience in handling bookings, scheduling, or coordinating field teams is an added advantage.
  • Professional demeanor, problem-solving ability, and customer-focused mindset.
  • Demonstrated ability to work independently with a reliable internet connection in a suitable remote setup with minimal supervision

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Morsan HR Consulting on morsanhr.co.ke to apply

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