About Company
Naivas Supermarket is a leading retail chain in Kenya, celebrated for its wide product range and customer-first approach. With a strong physical presence across the country, including Nyeri County, and a rapidly expanding e-commerce platform, we are committed to innovation and operational excellence. We foster a dynamic work environment where employees are empowered to contribute to our continued success in Kenya’s vibrant retail sector.
Job Description
We are seeking a highly meticulous and customer-centric Remote Online Order Return Approvals Coordinator to join Naivas Supermarket’s expanding e-commerce operations. Based remotely within Nyeri County, this pivotal role involves the careful review, evaluation, and approval of all online return requests, ensuring strict adherence to company policies and relevant consumer protection laws. You will be instrumental in maintaining high levels of customer satisfaction by ensuring a seamless, transparent, and efficient return process. This position requires exceptional organizational skills, strong communication abilities with both customers and internal teams, and a proactive approach to problem-solving. As a key member of our digital retail support team, you will contribute directly to our brand’s reputation for outstanding service and reliability. If you thrive in a fast-paced environment and are dedicated to optimizing customer experience, this is an excellent opportunity to make a significant impact within a market-leading company.
Key Responsibilities
- Review and process online return requests against company policies.
- Communicate professionally with customers for clarifications and status updates.
- Coordinate with logistics and warehouse for efficient processing of approved returns/exchanges.
- Investigate and resolve complex return discrepancies, escalating as needed.
- Maintain accurate records of all return activities in company systems.
- Identify return trends to inform product and process improvements.
- Stay updated on company return policies and consumer protection regulations.
Required Skills
- Proven experience in customer service or returns processing, preferably e-commerce.
- Excellent written and verbal communication skills in English and Kiswahili.
- High attention to detail and accuracy in data management.
- Proficiency in CRM, order management systems, and office software.
- Strong problem-solving abilities and a customer-focused mindset.
- Ability to work independently and manage time effectively remotely.
Preferred Qualifications
- Diploma or Bachelor's degree in a relevant field (Business, E-commerce, Logistics).
- Familiarity with Kenyan consumer protection laws.
- Experience with major e-commerce platforms or ERP systems.
Perks & Benefits
- Competitive salary and performance incentives.
- Flexible remote work environment in Nyeri County.
- Comprehensive health insurance.
- Generous paid time off.
- Opportunities for professional development and career advancement.
- Exclusive employee discounts on Naivas products.
- Supportive and collaborative team culture.
How to Apply
If you are a detail-oriented, customer-focused individual with a passion for e-commerce operations, we invite you to join our dynamic team. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this remote role. We look forward to reviewing your application!