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Customer Care Representative
Doulas by the Bay (DBB)
Remote (Work From Home) 🇰🇪 Kenya
Posted 9 days ago (27 Aug 2026) Updated 4 days ago
How to Apply
Send your résumé to Shakila at shakila@doulasbythebay.com, including a brief note on why you are interested in the role.
Job Description
The Customer Care Representative serves as the first point of contact for families, delivering warm and professional support across multiple communication channels. Responsibilities include answering detailed questions about doula services, guiding families through next steps, and managing follow‑ups without pressure. The role requires strong organizational skills and the ability to handle high‑volume inquiries while maintaining accurate records.
Qualifications & Requirements
- • Seven years of customer service, administrative, scheduling, or client‑care experience.
- • Excellent written and verbal communication skills.
Required Skills
Responsibilities
- • Respond promptly and professionally to inquiries received by phone, email, text message, WhatsApp, and other communication channels.
- • Communicate with families in a warm, respectful, concise, and personalized manner.
- • Ask thoughtful questions to understand the family’s due date, baby’s age, location, preferred support type, schedule, and payment or insurance needs.
- • Answer general questions about birth doula, postpartum day, overnight newborn, lactation, and parent education services.
- • Help families understand the next steps without using high‑pressure sales language.
- • Determine each client’s preferred communication method—text, phone, or email.