SureGifts creates and sells vouchers for retail products across Africa, building an end-to-end system to generate, distribute, and redeem them.
The Customer Success Analyst provides effective customer service to all internal and external customers, using in-depth knowledge of SureGifts products and the Kenya market to meet customer expectations and ensure success. This role is part of CS SureGifts, one unified customer success team serving customers in both Nigeria and Kenya.
Location: Nairobi, Kenya (Remote)
Reports to: Customer Success Lead
Responsibilities
- Serves as a point of contact for customer queries across markets served by SureGifts, including order inquiries, processing, and fulfillment updates.
- Receives, processes, and tracks customer orders end-to-end, from order placement through voucher delivery and confirmation, in line with SureGifts policies and procedures.
- Communicates daily with customers across multiple channels (phone via Zoho Voice, email, web, chat, social media) using the shared CRM tools.
- Reviews and validates client orders for completeness and correctness, flagging discrepancies and coordinating corrections with relevant teams.
- Collaborates with finance, technical support, and product teams to resolve customer issues, including order errors, payment failures, failed redemptions, and delivery delays.
- Partners with the business development team to meet customer expectations through timely, accurate feedback and resolution of order-related requests and complaints.
- Follows up on all new and unresolved customer complaints to ensure full resolution within defined SLAs for first response and resolution time, and flags breaches proactively to the supervisors
- Maintains relationships with service providers (e.g., logistics partners) to ensure voucher and order fulfillment happens within SLA.
- Provides regular reporting on customer service enquiries, order volumes, fulfillment status, and complaint trends..
- Follows up with new customers to explain products, process orders, and ensure successful onboarding.
- Identifies and raises improvements to the order processing and support workflow, acting as the voice of the customer for both markets served.
- Monitors and tracks customer satisfaction through regular check-ins and surveys, with attention to order experience.
Requirements
- University Degree.
- 2+ years of experience in a customer support role, preferably within an e-commerce or order management environment.
- Working knowledge of the Kenya retail and payments landscape, and an understanding of local customer expectations and buying behavior.
- Experience with CRM and helpdesk systems (Zoho Desk, Zoho Voice, Zendesk, or equivalent), and task management tools (Asana or equivalent).
- Willingness to work within a shared shift rotation alongside a Nigeria-based team on the same rotation.
Skills
- Exceptional oral and written communication skills.
- Customer and client focus, with strong attention to order accuracy and detail.
- Problem-solving, analytical thinking, and team spirit.
- Time management and the ability to prioritize high-volume order queues.
- Ability to navigate helpdesk, order management, and payment systems to investigate and resolve customer issues.
Person Specifics
- Genuinely delighted to be of help and passionate about delivering excellent customer service.
- Tolerant, empathetic, and able to advocate for the customer when necessary.
- Calm and effective under high-volume periods, particularly during peak seasons.
- Self-starter, takes ownership of customer issues without waiting to be directed, and communicates status proactively.
- Comfortable working as part of a team that spans two countries and reports into a shared supervisory structure.
- Open to feedback and change, with a track record of adapting quickly to new tools and processes.
- Committed to delivering high-quality results with cost-effective use of resources.
- Flexible, determined, and enthusiastic, with high integrity and personal ethical standards.
