About Heritage Brands

Heritage Brands is a fast-moving consumer goods company that manufactures personal care products, laundry detergents, and household cleaning solutions. The company was established in 2004 and operates a factory in Athi River that produces over fifty SKUs. Heritage Brands products are distributed through major supermarket chains and wholesale outlets in Kenya, Uganda, and Tanzania. The company employs 480 staff and invests approximately four percent of annual revenue in product research and development. Heritage Brands is a member of the Kenya Association of Manufacturers and has won the KBS Quality Award twice.

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. Heritage Brands is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals regardless of gender, disability, or ethnic background.