Royal Mabati Factory Ltd is a leading manufacturer and supplier of high-quality roofing solutions and steel construction materials. We are seeking to recruit a Customer Relations Agent to strengthen our customer care team and ensure excellent service delivery across multiple channels.
The Customer
Relations Agent will be responsible for handling
customer inquiries, resolving complaints, and providing accurate information
across telephone and digital platforms.
Key Skills & Qualifications:
- Education: Diploma or Degree in Customer
Service, Business Administration, Communication, Marketing, or a related
field.
- Professional certification in Customer Service,
Call Centre Operations, or CRM is an added advantage.
- 1-3 years’ experience in a customer service or
contact centre environment.
- Proficiency in CRM systems (e.g., Zendesk,
Freshdesk, Zoho Desk) and call management tools.
- Excellent communication skills in English and
Kiswahili.
- Strong problem-solving, multitasking, and
conflict resolution skills.
- High emotional intelligence, patience, and
ability to remain calm under pressure.
Key Competencies:
- Answer inbound customer calls and make outbound
follow-up calls.
- Provide accurate information on orders,
payments, deliveries, and company policies.
- Investigate and resolve customer complaints in
coordination with relevant departments.
- Capture and update customer issues or feedback
in the CRM/ERP system.
- Share recurring customer issues with management
for process improvement.
- Educate customers about products, warranties,
and after-sales services.
- Identify root causes and flag recurring
operational issues.
- Comply with information security standards,
escalation, and data protection policies.
- Prepare daily/weekly customer service reports
and feedback summaries.
How to Apply
Send
your CV to: hr@royalmabati.com
Deadline:
11th Sept., 2025
