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Customer Service Representative at Centum
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (4 Sep 2026) Updated about 4 hours ago
How to Apply
Apply via Centum’s careers site at https://careers.centum.co.ke.
Job Description
The Customer Service Representative provides friendly assistance to mall visitors, delivering accurate information about facilities, stores and events while handling enquiries through various channels. They record and follow up on feedback, resolve concerns and support lost‑and‑found requests. The role also involves maintaining a clean service desk, preparing reports and collaborating with security, facilities and retail tenants to ensure a high‑quality visitor experience.
Qualifications & Requirements
- • Diploma (any field)
- • Strong interpersonal and people skills
- • Customer‑oriented attitude with a warm, approachable personality
- • Good problem‑solving and conflict‑resolution abilities
- • Ability to remain calm and professional in challenging situations
- • Proficiency in English and Kiswahili
- • Basic computer skills
- • Ability to work shifts, weekends and public holidays
- • Knowledge of Nairobi and ability to give clear directions
Required Skills
Responsibilities
- • Welcome and assist mall visitors in a friendly, professional manner
- • Provide accurate information about mall facilities, stores, restaurants, services, events, promotions and directions
- • Respond promptly to customer enquiries received in person, by phone or other approved channels
- • Assist customers with wayfinding and inform them of available mall amenities
- • Receive, record and follow up on customer feedback, complaints and suggestions
- • Resolve customer concerns professionally and escalate when necessary
- • Support lost‑and‑found enquiries according to procedures
- • Assist with requests related to mall facilities and services
- • Support mall events, promotions and customer engagement activities
- • Maintain a professional appearance and uphold excellent service standards
- • Keep the customer service desk and surrounding area clean, organized and welcoming
- • Prepare and maintain accurate service records and reports
- • Work closely with security, facilities, retail tenants and mall management to address customer needs