The ideal Retail Operations Assistant is a detail-oriented person who has a passion for engaging customers and telling the Moko story.
They care about giving the customer the best experience, putting a smile on their face and sparks in their eyes and creating a deep and lasting connection.
They are self-motivated and keen to learn on the job.
They enjoy taking on a variety of tasks from running customer care programs to running market research surveys.
They like to find solutions to problems and think of ideas to improve the customer’s experience and they strive to achieve the best possible outcome.
The Role
Customer care and support
Make outbound calls to customer to arrange home deliveries
Pre-plan the delivery time bands
Coordinate with the delivery team to manage home deliveries to customers
Ensure that payments are collected and posted on the appropriate channels
Assist customers in case of queries such as replacement of the product or assistance with product guarantee
Maintain a positive, empathetic and professional attitude toward customers at all times
Communicating and coordinating with colleagues as necessary
Delivery scheduling
Make outbound calls to customer to arrange home deliveries
Data collection – to provide a base for better analysis and better decision making.
Schedule sofa deliveries for the next day
Handle rescheduled deliveries
Customer Engagement
Assist
customers in case of queries such as replacement of the product or assistance with the product guarantee
Follow up leads sent to the factory for sales
Handle walk-in customers up to the point your supervisor should take up.
Contribute to spreading Moko smiles
Qualifications
Strong interpersonal skills and outgoing personality
A proficient communicator in both verbal and written communication, in English and Kiswahili
Outstanding problem-solving skills to assist customers in their sales journey
Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
Ability to analyse data and proactively identify and address issues with customer accounts
An initiative taker who enjoys working independently once you receive clear directions from the manager
Proficient with Microsoft Word and Excel
Proficient with customer relations management systems
Eager to join a young, quickly growing organization and team
