Customer Care Executive – Ecommerce Chats

iSON Xperiences Limited

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

Customer Care Executive – Ecommerce Chats

Job Type Full Time Qualification BA/BSc/HND , Diploma Experience 0 - 2 years Location Nairobi Job Field Customer Care, Success and Service

Job Purpose

The Customer Care Executive will be responsible for providing professional, timely, and personalized customer support through chat and email channels. The role requires excellent written communication, strong customer focus, attention to detail, and the ability to consistently meet quality and productivity targets.

Key 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 customer needs.

• Demonstrate empathy and maintain professionalism when handling challenging customers.

• Accurately tag chats and emails in line with established guidelines.

• Ensure all customer 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 customer inquiries effectively.

• Adhere to assigned shifts, attendance requirements, and schedules.

• Meet daily productivity, quality, and other performance KPIs.

• Escalate complex or unresolved customer issues appropriately.

• Prepare daily performance reports where required.

• Support the onboarding and mentorship of new team members when assigned.

• Keep up to date with product, process, and service changes.

• Qualifications & Skills

• Minimum Diploma or Bachelor’s Degree in a relevant field.

• 0–1 year of customer service experience; call centre or ecommerce experience is an added advantage.

• Excellent written and spoken English.

• Strong typing skills and computer literacy.

• Proficiency in Microsoft Office applications.

• Strong listening, probing, and problem-solving skills.

• Ability to communicate clearly and professionally through written channels.

• Strong emotional control and ability to remain calm under pressure.

• Positive attitude, professionalism, and willingness to learn.

• Ability to work effectively both independently and as part of a team.

• Knowledge of additional local languages is an added advantage.

• Behavioural Competencies

• Customer Focus

• Demonstrates empathy and professionalism.

• Maintains a positive customer experience.

• Understands and communicates product and service information accurately.

• Teamwork

• Works collaboratively with colleagues.

• Supports team objectives.

• Assists with onboarding and mentoring when required.

• Communication

• Communicates clearly and professionally.

• Uses appropriate language, facts, and logic when responding to customers.

• Performance Orientation

• Consistently meets quality and productivity targets.

• Takes ownership of individual performance.

• Seeks support and takes corrective action where necessary.

• Self-Management

• Demonstrates accountability and enthusiasm.

• Manages time effectively.

• Maintains productivity during repetitive tasks.

• Adaptability

• Responds positively to changes in processes, products, and customer requirements.

• Adapts effectively to new systems and working environments.

• Work Conditions

• Willingness to work in a 24/7 shift environment, including nights, weekends, and public holidays.

• Willingness to work overtime when required by business needs.

• Must be able to commute reliably to the assigned office location.

• May be required to undergo periodic occupational health assessments.

• Performance Measures

• Performance will be assessed against, but not limited to:

• Customer Satisfaction (CSAT)

• Quality Assurance (QA)

• Productivity / Chats Handled

• Average Handling Time (AHT), where applicable

• Attendance and Schedule Adherence

• Accuracy of Chat/Email Tagging

• Compliance

• Escalation Accuracy

• Overall Customer Experience

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