Customer Experience & Sales Advisor

Company: Oral Care Kenya & Elegant Trends Location: Nairobi Reports to: Branch Supervisor / Operations Manager

Role Overview We are looking for a friendly, knowledgeable, and proactive Customer Experience & Sales Advisor to join our team. The role involves assisting customers both in-store and online, guiding them in selecting the most suitable personal care products, processing orders, coordinating deliveries, and ensuring accurate daily reconciliations.
The ideal candidate enjoys interacting with customers, has strong communication skills, and can confidently recommend products based on customer needs while maintaining a high standard of professionalism.
Key Responsibilities 1. Customer Service (In-store & Online)

• Welcome and assist walk-in customers in a friendly and professional manner.
• Respond to customer inquiries via WhatsApp, social media DMs, phone calls, and website messages.
• Provide helpful and accurate information about products and services.
• Handle customer concerns, complaints, and returns professionally.

2. Product Advisory

• Understand the range of products offered across both brands.
• Guide customers in choosing products that best meet their needs.
• Explain product benefits, ingredients, and proper usage.
• Recommend complementary products to improve the customer’s overall experience.

3. Sales & Order Processing

• Process in-store and online orders accurately.
• Generate invoices and receipts.
• Follow up on customer inquiries and pending orders.
• Assist customers through the entire purchase process to ensure a smooth experience.

4. Delivery Coordination

• Coordinate deliveries with riders and courier services.
• Confirm customer addresses and delivery details.
• Communicate delivery timelines and updates to customers.
• Ensure all deliveries are properly documented and tracked.

5. Daily Reconciliation & Reporting

• Record all sales transactions accurately.
• Reconcile daily sales including cash, mobile payments, card payments, and online orders.
• Prepare daily sales reports.
• Report discrepancies or issues to management.

6. Store Operations Support

• Maintain clean, organized, and attractive product displays.
• Monitor stock levels and report low inventory.
• Assist in merchandising and product restocking.
• Ensure the store environment reflects the company’s professional standards.

Qualifications & Skills Education Diploma or degree in Business, Sales, Marketing, Customer Service, or related field.
Experience At least 1–2 years experience in retail, sales, or customer service. Experience handling online customer inquiries or social media communication is an advantage.
Key Skills

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Sales and persuasion ability
• Good organizational and multitasking skills
• Basic computer literacy and familiarity with POS systems
• High attention to detail and accountability

Personal Attributes

• Friendly and approachable personality
• Professional and well-presented
• Honest and trustworthy
• Self-motivated and proactive
• Passionate about helping customers find the right solutions

Performance Indicators (KPIs) Performance will be measured based on:

• Customer satisfaction and feedback
• Sales performance
• Accuracy of reconciliation
• Responsiveness to customer inquiries
• Efficiency in order and delivery coordination

Renumeration: Fixed salary and a comission