About Hillcrest Partners
Hillcrest Partners is a mental health and counselling services provider that operates counselling centres in Nairobi, Mombasa, and Nakuru. Founded in 2012 by a team of clinical psychologists, Hillcrest offers individual therapy, group therapy, couples counselling, employee assistance programmes, and psychological assessments. The organisation employs thirty-five counsellors and psychologists and serves over 4,000 clients annually. Hillcrest Partners works with corporate clients to provide workplace wellness programmes and is accredited by the Kenya Counselling and Psychological Association.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
- Diploma in a relevant field from a recognised institution
- Minimum 1 year of working experience in a similar role
- Good written and verbal communication skills in English and Kiswahili
- Proficiency in Microsoft Office Suite
- Self-motivated with a positive attitude and willingness to learn
- Ability to work under pressure and meet deadlines
- Must be a Kenyan citizen aged 21 years or above
Requirements:
If you meet the above qualifications and are interested in this opportunity, send your updated CV and a brief cover letter explaining why you are a good fit for the role. Shortlisted candidates will be contacted within two weeks of the application deadline. Hillcrest Partners is an equal opportunity employer and does not charge any fees at any stage of the recruitment process.
