Introduction to the Role
Optimise
Outsourcing is recruiting a detail-driven Senior Customer Service
Executive to support an established international
retail business and take responsibility for manage customer interactions
through onboarding sessions, product training, technical support, and
relationship building to drive customer retention and identify growth opportunities.
Role Overview
As a
Senior Customer Service Executive, you will be instrumental in building and
nurturing long-term partnerships with our clients. Your primary responsibility
is to ensure that clients derive maximum value from our services and solutions,
particularly Risk Proof, by guiding their success, resolving challenges, and
maintaining high levels of satisfaction and engagement.
Your focus will be on deeply understanding each client’s goals, aligning our
solutions to their needs, and proactively supporting their journey to success.
You will act as a trusted advisor and advocate, ensuring that every interaction
adds value and strengthens the relationship. As part of the Operations Team,
you will collaborate closely with cross-functional departments to deliver a
seamless, responsive, and impactful customer experience.
About the Client
Our
client is a well-established, leading UK Environmental Health Consultancy,
helping businesses meet regulatory requirements, reduce risk, and protect
people. They work with businesses across hospitality, retail, leisure, and
beyond.
They value trust and transparency and work closely with offshore support teams
to deliver timely, well-coordinated services.
For GDPR and confidentiality reasons, the client’s identity will be disclosed
at the interview stage.
About Optimise Outsourcing
Optimise
Outsourcing is a UK-registered Employer of Record (EOR) and recruitment partner
with a strong operational base in Nairobi. We connect high-performing Kenyan
professionals with established international businesses and provide:
Full HR and operational support
Structured onboarding and training
Performance coaching and development
A professional, office-based working environment
Joining Optimise means joining a company committed to long-term career growth
and operational excellence.
Key Responsibilities
- Act as the dedicated point of contact for
assigned clients post-onboarding, ensuring a smooth transition and
consistently high-quality support.
- Build strong, trust-based relationships by
understanding each client’s goals and challenges, delivering tailored
guidance that reflects a people-first approach.
- Monitor satisfaction, engagement, and product
usage to proactively drive retention and long term success.
- Communicate effectively across internal teams
and external stakeholders to ensure client needs are met with clarity and
care.
- Collaborate with cross-functional teams to
deliver seamless service and ensure operational excellence.
- Identify and resolve issues swiftly, protecting
the client experience and demonstrating a passion for problem-solving.
- Advocate for clients internally, sharing
insights that inform product and service improvements.
- Lead clients through the Risk Proof launch
phase, setting clear milestones and ensuring early value delivery.
- Provide ongoing, personalised support for Risk
Proof users, capturing feedback and enhancing the experience.
- Manage CSAT and NPS surveys for assigned
clients, analysing results and driving actions that strengthen loyalty
- This role operates within a structured
environment where output, accuracy, and timeliness are monitored to
maintain quality standards.
Essentials
- Customer focused-approach and excellent
relationship building skills
- Strong communication skills at all levels and
across all disciplines
- Ability to problem-solve and think outside the
box
- Ability to manage change within a small business
environment in a period of rapid growth
- Someone who listens to others, is patient and
understanding
- Analytical and methodical approach, with an
ability to work to deadlines under pressure
- Ability to learn new skills and software quickly
- Proficient in the use of standard business
applications including Word, Excel and PowerPoint
Desirable
- Customer-focused approach
- Strong communication skills
- Problem-solving ability
- Patience and understanding
- Analytical & methodical mind-set
- Ability to learn software quickly
- Proficiency in Word, Excel & PowerPoint
Working Environment &
Equipment
- Office-based role in Nairobi.
- All equipment provided, including:
- Computer and monitors
- Headset and telephony systems
- Secure access to required systems
- Candidates are not required to provide their own
equipment.
- Remuneration is aligned with experience and
current market standards.
How to Apply
Application
Process (Please Read Carefully)
To be
considered for this role, applicants must complete ALL the following:
Step 1 — complete the mandatory assessment
Step 2 — Upload your CV and cover letter via the assessment portal
Step 3 — submit your application for review
