Kenya Wine Agencies Limited (KWAL) is the leading manufacturer and distributor of wines and spirits in Kenya, Eastern and Central Africa region. We are looking for a Customer Service Representative for a temporary position to manage customer orders and ensure a high level of service across various platforms. The role acts as a bridge between customers and internal departments like Logistics and Sales to facilitate accurate and timely order fulfillment.
Responsibilities
Process and validate customer orders across omni-channel platforms including phone and email.
Coordinate with Logistics, Sales, and Planning to ensure fast and accurate deliveries.
Track orders proactively and communicate updates to customers.
Resolve customer inquiries and complaints professionally and efficiently.
Identify cross-sell and upsell opportunities and share insights with Sales.
Support Voice of Customer (VoC) programs and help improve Net Promoter Scores (NPS).
Maintain accurate records of customer interactions and transactions.
Use data dashboards and KPIs to support service improvements.
Requirements
Bachelor's Degree in Business Administration, Management, or a related field.
At least 2 years of experience in customer service, order management, or a similar role in FMCG or related industries.
Strong communication and relationship-building skills.
Tech-savvy with experience using MS Office, ERP, or customer service systems.
Analytical thinker with a problem-solving mindset.
A team player with emotional intelligence, curiosity, and a willingness to grow.
How to Apply
Interested and qualified candidates should apply online through the HEINEKEN company career portal: Apply Here
How to Apply
Interested and qualified candidates should apply online through the HEINEKEN company career portal by visiting this link.
