Customer Service Agent

Royal Mabati Factory is a leading manufacturer and supplier of high-quality roofing solutions and steel construction materials.

Royal Mabati Factory Ltd is looking for a proactive and customer-focused Customer Service Agent to join our team. The successful candidate will handle customer inquiries, resolve issues, and ensure an excellent customer experience through timely and professional communication.

The Customer Care Agent is responsible for providing exceptional customer service by handling Inquiries, resolving complaints, and maintaining customer satisfaction through inbound and outbound communication. The role ensures customers receive timely, accurate, and helpful responses regarding products, services, and orders.

Key Skills & Qualifications:

• Education: KCSE certificate; minimum Grade C plain or equivalent.
• Diploma in Customer Service, Business Administration, or related field (preferred)
• 1-2 years of experience in customer service, preferably in a manufacturing or factory setting
• Good understanding of customer service and CRM systems.
• Excellent communication, listening, and problem-solving skills.
• Friendly, patient, and professional with all types of customers.
• Able to manage time well and handle multiple tasks at once.
• Skilled in MS Office and CRM tools.
• Team player with a positive, customer-first attitude.

Key Competencies

• Fluent in both English and Kiswahili; sharp in written and spoken formats for seamless customer interactions.
• Trained to thrive under pressure, managing heavy call traffic, resolving complaints swiftly, and maintaining professionalism throughout.
• Precision-driven with fast data entry skills, excelling at interpreting customer orders, invoices, and dispatch documentation.
• Multitasking across calls, emails, and system updates simultaneously without missing a beat or a deadline.
• Strong liaison between sales, dispatch, and production ensuring timely delivery and clear customer updates.
• Well-versed in basic factory product specs (sizes, types, colors) and inventory procedures, supporting accurate order fulfillment.
• Calm, patient, and courteous even with irate customers: balancing empathy with clear solutions.
• Dependable team player who adapts quickly to new systems, maintains detailed records, and consistently meets targets.