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Customer Care Executive – Ecommerce Chats at iSON Xperiences Limited
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (6 Oct 2026) Deadline: 9 Oct 2026 Updated about 5 hours ago
Job Description
The Customer Care Executive will manage ecommerce chat and email inquiries, delivering timely and courteous support to shoppers. Responsibilities include providing accurate product information, resolving issues, and maintaining high quality and compliance standards. The role requires strong written communication, empathy, and the ability to meet performance targets while working remotely.
Qualifications & Requirements
- • BA/BSc/HND or Diploma in a relevant field
- • 0–1 year of customer service experience
- call centre or e‑commerce experience is an advantage
Required Skills
Responsibilities
- • Handle customer inquiries through chat and email in a courteous and professional manner
- • Build rapport with customers and provide personalized support
- • Provide accurate and consistent product and service information
- • Probe, clarify, and verify customer information to understand and resolve needs
- • Demonstrate empathy and maintain professionalism when handling challenging customers
- • Accurately tag chats and emails according to established guidelines
- • Ensure all interactions meet quality, compliance and service standards
- • Identify customer experience or process gaps and escalate them to the Team Leader
- • Use approved systems and tools to respond to inquiries effectively
- • Adhere to assigned shifts, attendance requirements and schedules
- • Meet daily productivity, quality and performance KPIs