Job Summary
We are
seeking to hire a Customer Service Representative who will play a key role in managing client
inquiries, coordinating fumigation service bookings, ensuring timely
follow-ups, and maintaining high levels of customer satisfaction across
residential and commercial clients.
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.
How to Apply
If you
are looking to take the next step in your career, we want to hear from you!
Submit your updated CV detailing your experience and suitability for the role
to careers@morsanhr.co.ke
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