As the Customer Support & Engagement Officer at Kenafric Industries Limited, you will serve as the primary phone-based contact for prospective distributors, wholesalers, retailers, and consumers. Your role is vital in managing the frontline communication between the company and its various stakeholders, ensuring high levels of engagement and satisfaction. You will be responsible for routing leads to sales teams, resolving or escalating product enquiries and complaints, and managing loyalty-program communications. Additionally, you will utilize data insights to reactivate dormant wholesalers, provide tele-sales support when needed, and deliver actionable market intelligence to the Sales and Marketing teams.
Responsibilities
Inbound Lead Management: Receive and route inbound calls from prospective distributors and forward qualified leads to the Country Sales Manager.
Sales Support: Handle enquiries from wholesalers and retailers seeking to purchase products; forward contacts to the relevant Area Trade Executive (TSE).
Consumer Relations: Receive consumer calls regarding purchases or complaints; resolve issues directly where possible or escalate and track resolution to completion.
Loyalty Program Coordination: Manage communications to wholesalers participating in the Loyalty Program, including reminders on targets and rewards, and responding to queries.
Wholesaler Reactivation: Collaborate with the data team to identify dormant wholesalers using distributor sell-out data and contact them to diagnose issues and attempt reactivation.
Tele-sales Cover: Provide tele-sales cover for Trade Sales Executives (TSEs) on leave by contacting major wholesalers on affected routes to capture sales opportunities.
Market Intelligence: Gather and summarize market intelligence, consumer feedback, and distributor input to prepare concise reports for the Sales and Marketing departments.
Digital Audit: Audit regional Loyalty Program WhatsApp groups to ensure they are active and that eligible wholesalers are correctly added.
Sales Reviews: Provide regular updates and feedback during Daily Sales Review Meetings.
Requirements and Qualifications
Education: A Degree or Diploma in Sales & Marketing or a Business-Related Course is required.
Experience: At least 3 years of experience in customer service, telesales, trade support, or related roles.
Technical Skills: Proficient in MS Office suite (Excel, Word, Outlook). Comfortable using or learning CRM/call-logging tools and basic data-dashboard outputs.
Communication: Excellent phone-based customer-handling and communication skills in both English and Swahili (verbal and written).
Interpersonal Skills: Proactive, persuasive, and service-oriented with strong interpersonal competencies.
Organizational Skills: Strong attention to detail and the ability to follow strict escalation protocols.
Collaboration: Willingness to work closely with Sales, Data, and Marketing teams and attend daily review meetings.
Certifications: Additional training or certification in customer service, sales, or CRM is considered an added advantage.
How to Apply
Interested and qualified candidates should apply online through the official Kenafric Industries application portal on Airtable via the link provided below.
Interested and qualified candidates should apply online via the Kenafric Industries application portal on Airtable. You can access the application through the following link: Apply for Customer Support & Engagement Officer.
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