Kenya Wine Agencies Limited (KWAL) is the leading manufacturer and distributor of wines and spirits in Kenya , Eastern and Central Africa region.

What You Will Do

• Process and validate customer orders across omni‑channel platforms (phone, 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 NPS scores.
• Maintain accurate records of customer interactions and transactions.
• Use data dashboards and KPIs to support service improvements.

What You Bring

• Bachelor's Degree in Business Administration, Management or 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.

• Process and validate customer orders across omni‑channel platforms (phone, 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 NPS scores.
• Maintain accurate records of customer interactions and transactions.
• Use data dashboards and KPIs to support service improvements.

• 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.
• Emotional intelligence, curiosity, and a willingness to grow.

• Bachelor's Degree in Business Administration, Management or related field.
• At least 2 years of experience in customer service, order management, or a similar role in FMCG or related industries.