Customer Service

Customer Service Representative at Petsasa – Nairobi, Kenya | Full-Time (2025)

ESSENTIAL JOB DETAILS

• Position: Customer Service Representative
• Location: Nairobi, Kenya
• Industry: eCommerce / Pet Retail
• Job Type: Full-Time
• Experience Required: 1+ years in a customer service role
• Application Deadline: Rolling basis – Apply Immediately

INTRODUCTION

Are you an energetic and customer-centric professional seeking to grow your career in one of Kenya’s fastest-growing pet eCommerce brands? This is your opportunity to become part of a passionate, pet-loving team committed to delivering exceptional customer experiences. As a Customer Service Representative, you will play a vital role in managing client relationships and ensuring a smooth, positive shopping experience for every customer. If you are empathetic, detail-oriented, and have a passion for helping people (and animals), we invite you to apply and join our exciting mission.

ABOUT PETSASA

Petsasa is Kenya’s premier online pet store, offering a wide selection of pet products, accessories, and services to a growing community of pet lovers. Headquartered in Nairobi, the company is committed to making pet ownership easier, more affordable, and enjoyable by delivering quality products and first-class customer support. Petsasa continues to redefine the pet retail landscape through innovation, personalization, and a deep love for animals. Join us and be part of the change in the pet care space in Kenya.

KEY RESPONSIBILITIES

• Respond to customer inquiries via phone calls, email, chat, and social media channels in a professional and timely manner.
• Assist customers in placing new orders, modifying existing ones, and processing returns or exchanges.
• Resolve product or service issues by clarifying the customer’s complaint, determining the root cause, selecting and explaining the best solution, and following up to ensure resolution.
• Provide accurate, detailed information about products, availability, and delivery schedules.
• Document all customer interactions in the CRM system to track issues and responses.
• Prepare and share routine reports, customer insights, and recurring issues with the team and management.
• Support the sales and logistics teams by sharing relevant customer feedback or delivery updates.
• Stay informed about new products, promos, and operational changes to ensure accurate and updated communication.
• Execute additional duties as assigned by management from time to time, supporting various customer experience initiatives.

QUALIFICATIONS AND SKILLS

• Diploma or Bachelor’s degree from a recognized institution (preferred in Business, Communications, or related fields).
• Minimum 1 year of experience in a customer care or customer-facing role, ideally in retail, e-commerce, or a call center setting.
• Excellent oral and written communication skills in both English and Kiswahili.
• Strong attention to detail, with the ability to handle multiple tasks and prioritize efficiently.
• Proficiency in Microsoft Office and online chat platforms such as Zendesk, Freshdesk, or similar tools.
• Empathetic and patient, with a deep understanding of how to manage difficult conversations.
• Passion for animals and pets is a strong advantage.
• A quick learner with the ability to absorb new information and tools rapidly.
• Excellent interpersonal skills and a proactive, positive attitude.

COMPANY CULTURE AND VALUES

At Petsasa, we are passionate about pet wellness, customer happiness, and continuous learning. Our workplace thrives on inclusivity, collaboration, and innovation. We embrace individuals who show initiative, bring fresh ideas, and believe in supporting both people and animals. We celebrate our vibrant Kenyan community and empower our staff to take ownership, grow professionally, and make a real difference in the lives of pet owners across the country.

HOW TO APPLY

Do you have what it takes to join one of the most innovative pet brands in Kenya?

Submit your application via this form

Please ensure that your resume is up-to-date and accurately highlights your communication, customer care, and technical skills.

• Only shortlisted candidates will be contacted.
• Petsasa does not charge any recruitment fees at any stage.

ADDITIONAL ENGAGEMENT

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