Operations & Customer Experience Assistant

Our client, a fast-growing beauty brand focused on helping clients feel confident, stylish, and effortlessly put together is seeking to recruit a motivated, organized, and detail-oriented Operations & Customer Experience Assistant. This dynamic role involves supporting day-to-day business operations, enhancing customer experience, and contributing to the growth of the brand through sales and content support.

The ideal candidate will thrive in a fast-paced environment, take initiative, and enjoy being part of a creative and supportive team.

Key Responsibilities Customer Experience

• Respond promptly to customer inquiries via WhatsApp, Instagram, and the company website.

• Provide personalized product recommendations to help customers select the right items.

• Offer timely updates on orders, deliveries, and resolve customer concerns professionally.

• Build trust and loyalty by maintaining a friendly, approachable, and solution- oriented tone.

  Operations & Fulfilment

• Accurately pack and prepare customer orders, ensuring presentation meets brand standards.

• Coordinate deliveries with riders and couriers to guarantee timely and safe arrival.

• Track and verify order accuracy, reporting any discrepancies or delays.

• Maintain organized stock handling and support inventory management processes.

  Sales Support

• Follow up on customer inquiries to convert interest into confirmed sales.

• Identify opportunities to upsell or cross-sell products based on customer needs.

• Share customer feedback, trends, and frequently asked questions with management to improve service delivery.

• Support sales campaigns and promotions by engaging customers and tracking performance.

  Content & Social Media

• Assist in creating simple but engaging content such as product videos, photos, and behind-the-scenes posts.

• Support scheduling and posting across social media platforms to maintain consistent engagement.

• Interact with customers online by responding to comments and messages in a timely manner.

• Contribute creative ideas for content that enhances brand visibility and customer connection.

  General Support

• Provide assistance with day-to-day administrative and operational tasks.

• Suggest and implement process improvements to enhance efficiency and customer satisfaction.

• Take initiative in areas requiring support, ensuring smooth business operations.

• Collaborate with team members and management to achieve overall business goals.

Minimum Qualifications & Requirements

• Bachelor’s degree or Diploma in Business, Marketing, Communications, or a related field.

• Strong organizational and detail-oriented skills.

• Excellent communication abilities, especially in a friendly and natural tone.

• Proactive mindset with the ability to take initiative.

• Fast learner who adapts quickly to new tasks and environments.

• Positive, reliable, and energetic personality.

• Comfortable working in a fast-paced environment.

  Added Advantages

• Proven and prior experience in e-commerce, retail, or beauty.

• Basic content creation skills (TikTok, Reels, Instagram).

• Familiarity with Shopify or order handling systems.

  How to Apply: Interested and qualified candidates are invited to submit their resume and cover letter to careers@morsanhr.co.ke. Please include “Operations & Customer Experience Assistant – Nairobi” in the subject line.

  Only shortlisted candidates will be contacted.