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About the Organisation
Chupa Chap Ltd is a fast-growing e-commerce player in Nairobi’s alcohol and beverage sector, focused on reliable, timely delivery and excellent customer experience across phone, chat, and online channels.
Customer Service Agent job at Chupa Chap Ltd | Apply Now
Nairobi, Kenya
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Customer Service Agent job at Chupa Chap Ltd
Full Time
Deadline:
10 Sept 2025
Job Title
Customer Service Agent job at Chupa Chap Ltd
Chupa Chap Ltd
Job Description
Reporting to the Customer Service Manager, the Agent will respond to customer queries via phone, email, and chat; provide accurate product and promo information; place/modify/cancel orders; and coordinate with operations for timely fulfillment. The role manages complaints for first-contact resolution where possible, escalates complex cases, documents all interactions in the CRM, and feeds customer insights back to internal teams. The Agent maintains up-to-date product knowledge, recommends/upsells appropriate items, and ensures age verification and responsible service practices are followed at all times.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
ONLY ONLINE APPLICATIONS:
Interested and qualified candidates are advised that all applications should be submitted online.
To apply please send your resume and a cover letter to hr@chupachap.co.ke with the subject line: “Customer Service Agent Application.”
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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How to Apply
Handle inbound inquiries via phone, email, and chat promptly and professionally.
Provide accurate information on products, services, promos, and availability.
Process orders (placements, modifications, cancellations) and coordinate fulfillment.
Resolve complaints aiming for first-contact resolution; escalate when necessary.
Track interactions and outcomes in the CRM; maintain complete, accurate records.
Monitor trends/recurring issues and relay feedback to relevant teams.
Recommend and upsell products aligned with customer preferences.
Ensure compliance with legal requirements for alcohol sales, including age verification.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Diploma or BA/BSc in Sales, Marketing, Customer Care, or related field.
Minimum 2 years’ experience in customer service/call center.
Excellent verbal and written communication; active listening and empathy.
Proficient with CRM systems and common computer applications.
Ability to handle high call volumes, multitask, and stay calm under pressure.
Strong problem-solving, attention to detail, teamwork, and adaptability.
Salary Range: KSh 30,000 – 50,000 per month.
