Customer Service Representative

Customer Service Representative (Temporary) at KWAL: Are you a driven customer service professional ready to elevate your career in the fast-paced FMCG industry? KWAL seeks a motivated individual for a temporary role in Kiambu, focused on delivering exceptional customer experiences within our Supply Chain team. This role offering an exciting opportunity for an Entry-level professional to grow their skills in a dynamic environment, using technology and strong communication to make a real impact.

Kenya Wine Agencies Limited (KWAL) was incorporated in 1969 and over the years KWAL has become a leading East African beverage champion in the manufacturing, exporting and importation of a wide range of alcoholic and non-alcoholic beverages. KWAL is a HEINEKEN OpCo.

Customer Service Representative – Temp

Function: Supply Chain
Sub Function: Supply Chain – Customer, Logistics and Distribution
Type of Contract: Fixed Term

Are you an ambitious customer service professional ready to take the next big step in your career?

Do you thrive in a fast-paced environment and enjoy delivering exceptional customer experiences?

Join our dynamic FMCG team and grow your skills at the heart of supply chain and customer service within KWAL!

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.