We’re looking for a proactive, customer-focused Customer Success & Retention Agent to join our team on-site at our Nairobi branch. This role goes beyond traditional customer support — you’ll be the primary point of contact ensuring every customer has a great experience with our products, encouraging repeat purchases, and building lasting relationships that keep customers coming back.
Key Responsibilities
- Proactively follow up with customers after purchase to ensure satisfaction with their orders
- Handle customer inquiries, concerns, and complaints promptly and professionally across calls, WhatsApp, email, and other channels
- Identify opportunities to upsell and cross-sell relevant products based on customer needs and purchase history
- Drive repeat purchases through personalized follow-ups, promotions, and product recommendations
- Build and maintain strong, ongoing relationships with customers to increase loyalty and lifetime value
- Track and manage customer interactions and feedback using different tools
- Resolve delivery, COD, or order-related issues in coordination with the logistics team
- Gather and report customer feedback and market insights to help improve products and service
- Meet or exceed monthly targets for customer satisfaction, retention, and repeat sales
Requirements
- Good computer knowledge, including proficiency in Excel and Word
- Proficiency in English (spoken and written)
- Minimum 1 year of experience in a similar customer service, sales, or customer-facing role
- Prior experience in e-commerce, beauty/cosmetics, or retail is an added advantage
- Strong interpersonal skills with a warm, persuasive, and professional communication style
- Sales-oriented mindset with the ability to identify upsell opportunities naturally, without being pushy
- Patient, empathetic, and solution-focused when handling customer concerns
- Ability to multitask and manage a high volume of customer interactions
- Must be able to work on-site at our Nairobi branch
Working Hours
Monday – Friday: 8:00 AM – 5:00 PM
Saturday: 8:00 AM – 1:00 PM
Sunday: Optional with daily separate compensation
What We Offer
- Competitive salary: KES 20,000/month
- Bonuses provided for good performance
- Opportunity to grow within a fast-scaling cosmetics brand
- Supportive, collaborative team environment