About Maplewood Holdings
Maplewood Holdings is a dairy farming and processing company that operates a 2,500-acre farm in Uasin Gishu County and a processing plant that produces fresh milk, yoghurt, cream, and cheese. Founded in 1998, Maplewood milks approximately 3,000 cows daily and processes 120,000 litres of milk per day. The company sells through its own retail brand in supermarkets across Kenya and also supplies bulk milk to other processors. Maplewood employs 600 staff and holds ISO 22000 food safety certification. The company runs an artificial insemination programme and a farmer training initiative that supports 500 surrounding smallholder dairy farmers.
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:
- Diploma in a relevant field from a recognised institution
- Minimum 1 year of working experience in a similar role
- Good written and verbal communication skills in English and Kiswahili
- Proficiency in Microsoft Office Suite
- Self-motivated with a positive attitude and willingness to learn
- Ability to work under pressure and meet deadlines
- Must be a Kenyan citizen aged 21 years or above
Applications should include an updated CV, copies of relevant certificates, and contact details of three professional referees. Maplewood Holdings offers a competitive remuneration package, medical cover, and opportunities for professional development. Only shortlisted candidates will be contacted.
