About Whitmore Services
Whitmore Services is a recruitment and HR outsourcing company that provides temporary staffing, permanent recruitment, payroll administration, and employee outsourcing services to businesses in Kenya. Founded in 2007, Whitmore has placed over 12,000 workers across sectors including banking, manufacturing, retail, and telecom. The company manages payroll for over 3,000 outsourced employees on behalf of client organisations. Whitmore Services is licensed by the National Employment Authority and is a member of the Federation of Kenya Employers. The company employs eighty internal staff across its Nairobi and Mombasa offices.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
Requirements:
- Bachelor's degree or equivalent professional qualification in a related field
- Minimum 3 years of proven experience in a similar position
- Strong analytical, problem-solving, and decision-making abilities
- Excellent organisational and time-management skills
- Proficiency in relevant industry software and tools
- Strong interpersonal skills with the ability to work across teams
- Knowledge of industry standards, regulations, and best practices
To apply, submit your application through the apply button below. Include your CV, a cover letter, and copies of your academic and professional certificates. Whitmore Services is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals regardless of gender, disability, or ethnic background.
