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Vacancy title:
Customer Care Representative
[Type: FULL_TIME, Industry: Hospitality, and Tourism, Category: Customer Service]
Jobs at:
Artcaffe Coffee and Bakery
Deadline of this Job:
Thursday, July 31 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, July 24 2025, Base Salary: Not Disclosed
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Learn more about Artcaffe Coffee and Bakery
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JOB DETAILS:
About the Role:
- As a Customer Care Representative, you will be the voice of our brand-responding promptly, resolving issues empathetically, managing online reviews, and supporting order accuracy and delivery. Your efforts will help foster loyalty, improve satisfaction, and support seamless restaurant operations.
Key Responsibilities
- Engage with customers daily via phone, social media, WhatsApp, Google reviews, and delivery apps
- Respond within SLA times: calls in 3 seconds, social/chat in ≤15 mins, email & reviews in ≤1 hour
- Resolve complaints efficiently and personalize responses to meet customer needs
- Encourage positive reviews, escalate negative feedback, and work on improving star ratings
- Assist with order placement, tracking, and delivery updates
- Promote menu items, specials, and offers to increase sales
- Collaborate with store managers to address outlet-specific issues
- Maintain accurate records of all interactions and transactions in our CRM
- Submit weekly reports and contribute to process improvements for better customer experience.
Qualifications:
- Excellent communication skills (English proficiency required; additional languages a plus)
- Empathy, patience, and a customer-focused attitude
- Strong problem-solving skills and adaptability in a dynamic environment
- Good technical skills with CRM tools, social media platforms, and order systems
- Ability to prioritize tasks and manage time effectively
- Sales-minded with upselling abilities
- Collaborative team player with high attention to detail
Work Hours: 8
Experience: No Requirements
Level of Education: bachelor degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
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