Background

For many years, Royal Mabati® has supported many clients succeed through our varied solutions and products. We are a multinational company that primarily deals with roofing materials, starting out with a factory in Nairobi since our inception in 2005. Today, we’re one of the leading manufacturers of roofing products with over 10 distribution centers acr...

Job Purpose

The Customer Care Representative 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.

Job Description

Customer Support

• Answer inbound customer calls, emails, and messages courteously and professionally.
• Resolve customer issues, complaints, and queries effectively and promptly.
• Provide accurate information regarding products, services, billing, and policies.

Customer Relationship Management

• Maintain and update customer records in the CRM system.
• Follow up with customers to ensure satisfaction and issue resolution.
• Build trust and long-term customer relationships.

Call Management & Documentation

• Log all interactions and maintain complete records of issues and resolutions.
• Ensure timely updates of customer profiles and support cases.
• Monitor open cases and follow up for closure.

Product & Process Knowledge

• Stay updated on all company products, promotions, and policies.
• Provide feedback from customers to improve products and services.

Compliance

• Adhere to company policies, data protection, and confidentiality standards.
• Follow standard scripts and escalation procedures when necessary.

Qualifications & Experience

• Customer service best practices and CRM systems.
• Diploma or equivalent qualification in a relevant field.
• Strong communication and active listening skills.
• Proficiency in MS Office and CRM tools.

Key Competencies

• Patience and professionalism.
• Customer-first attitude.
• Problem-solving mindset.
• Team collaboration.

• Answer inbound customer calls, emails, and messages courteously and professionally.
• Resolve customer issues, complaints, and queries effectively and promptly.
• Provide accurate information regarding products, services, billing, and policies.
• Maintain and update customer records in the CRM system.
• Follow up with customers to ensure satisfaction and issue resolution.
• Build trust and long-term customer relationships.
• Log all interactions and maintain complete records of issues and resolutions.
• Ensure timely updates of customer profiles and support cases.
• Monitor open cases and follow up for closure.
• Stay updated on all company products, promotions, and policies.
• Provide feedback from customers to improve products and services.
• Adhere to company policies, data protection, and confidentiality standards.
• Follow standard scripts and escalation procedures when necessary.

• Customer service best practices
• CRM systems
• Strong communication skills
• Active listening skills
• Proficiency in MS Office
• Proficiency in CRM tools
• Patience
• Professionalism
• Customer-first attitude
• Problem-solving mindset
• Team collaboration

• Diploma or equivalent qualification in a relevant field.