Customer Service & Activation Representative

Nairobi, Kenya

Job Type:

Full Time

Click on the below link to view the full Job Description:

About the Role

The Customer Service & Activation Representative is a new role and represents the needs of our customers throughout the company by ensuring that they receive consistent high-quality service. In this role, you are responsible for handling all customer interactions through our various channels. The Customer Service & Activation Representative is the first point of contact for our customers. You are able to provide appropriate solutions for customers quickly and follow up to resolve any issues that customers experience.

Additionally you are developing the best brand activation campaigns to promote our product and service, and boost overall brand image in the market. These activation campaigns are designed and executed in collaboration with our Marketing team. You are key to achieving our ambitious growth goals and ensure all of the moving parts are in line.

You will work closely with the Strategic Project Department to improve the digital solution and customer activation strategies based on customer feedback. For this you collect and analyse data from our customers and present these findings in a clear and structured way to the rest of the team. Since it entails a new role in a young team, there is a lot of room for fine tuning and improving (customer) processes. Therefore we are looking for a Customer Service & Activation Representative who is a quick learner, able to work independently and is not afraid of change.

YOUR CONTRIBUTION TO MGA
First point of contact for our customers through various channels (e.g. mail, phone, WhatsApp)
Serving customers by providing product and service information and resolving problems.
Attracting potential customers by answering product and service questions.
Engaging potential new customers by supporting customer activation activities, answering product and service questions, running referral programs.
Developing a positive customer experience and fostering healthy relationship with all customers.
Handling complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Keeping digital records of all customer interactions, transactions, comments, and complaints. Recording all interactions in our customer support software tool is key in keeping an organised and unified view of our customers.
Keeping the online FAQ and self-service knowledge base updated with all the latest questions and answers.
Recommending potential product or service improvements to management by collecting customer information and analysing customer needs.
Providing feedback on and improving the efficiency of customer service processes and customer activation activities.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Being our customers’ biggest advocate internally and constantly push us to be better.

Requirements

  • Degree in marketing, business or a related field.

  • 2 to 3 years’ experience in a customer support function or customer-facing role in a FMCG environment.

  • Fluent in Swahili and English, both written and spoken.

  • Customer orientation and ability to adapt/respond to different types of characters.

  • Excellent communication and presentation skills are required as you are the voice of Mr. Green Africa towards our customers. And even if the conversation becomes tough, you know how to maintain a professional attitude toward customers at all times.

  • Excellent analytical, problem-solving, and troubleshooting skills.

  • Ability to multitask, prioritise and manage time effectively.

  • We are expecting someone who is digital savvy and has experience with different customer related tools.

  • Familiar with CRM and customer support tools, systems, and practices.

  • A can-do, give-me-a-problem-and-I’ll-solve-it spirit.

  • A quick learner with the ability to work independently.

  • No fear of change! You’ll find excitement in working in a fast growing and rapidly changing environment.

About the Company

When you look at a waste picker, what do you see, feel, and think? Do you smile and thank them
for providing an invaluable service to our community by clearing the man-made mess on the
streets and in our homes? Do you recognise their occupation as a noble venture that saves us
from potential toxicity? Could they be just like you with hopes, dreams, and demanding waste
collection schedules? At Mr. Green Africa (MGA), we acknowledge their value.
At MGA we have designed a human-centred business model that illustrates that shared value
at its best. We incentivise marginalised waste pickers and base of the pyramid stakeholders by
offering premium prices and added benefits for their service. This restores their dignity,
improves their lives and cleans up our environment, while at the same time providing a
continuous supply of valuable recyclable plastic to Mr. Green Africa.
Mr. Green Africa processes the recyclable material into valuable raw material and feeds it back
into plastic manufacturers’ supply chains to enable them to achieve circular economy goals and
benefit from raw material cost savings while simultaneously creating a positive environmental
impact. For this endeavour and journey ahead, we are looking for passionate people with a
genuine heart, fun spirit and who also believe in doing well by doing good and want to use their
skills in a more purposeful working life.