Outsource Retail Operations to Nairobi. Serve Better. Spend Less.
Customer support agents, data entry specialists, and order processing teams in Nairobi running your retail operations on UK hours. Trained on your POS, CRM, and fulfilment stack. Up to 77% cost savings.
What is Retail outsourcing?
Retail outsourcing involves delegating customer service, order processing, inventory management, and returns handling to specialist teams outside your stores and head office. For UK high-street and online retail brands, this means moving labour-intensive back-office and front-line support functions to trained operators who already know your systems. Treba provides pre-vetted retail operations staff in Nairobi who work inside your Zendesk, Freshdesk, Shopify POS, and warehouse management platforms via secure access. Our teams handle everything from live chat and inbound call support to data entry, stock reconciliation, and dispute resolution — all on UK business hours. The result is a leaner cost base, faster customer response times, and the flexibility to scale headcount for seasonal peaks without permanent overhead.
Why Treba.
The problem.
Why UK retail companies struggle with outsourcing. Retail margins are razor-thin and getting thinner. Customer expectations have never been higher — shoppers want instant responses on live chat, seamless returns, and real-time order updates across every channel. Hiring customer support staff in the UK means paying £26,000+ for roles with high turnover and seasonal demand swings. Boxing Day, summer sales, and back-to-school surges mean either carrying expensive year-round headcount or scrambling for agency temps who don't know your product range or returns policy. Meanwhile, inventory errors, slow complaint handling, and inconsistent service across channels are costing you repeat business and damaging your brand.
Right for you if:
You're handling customer queries across stores, phone, email, and live chat — and response times are slipping.
You need order processing and returns handling teams who can follow your SOPs across multiple fulfilment channels.
You want to scale support for seasonal peaks like Boxing Day, Black Friday, and summer sales without permanent headcount.
Outcomes.
What we deliver.
Omnichannel Customer Support
Email, live chat, phone, and social media support via Zendesk, Freshdesk, or Gorgias. Returns, exchanges, order status queries, and complaint resolution.
Ecommerce & Order Operations
Order processing, returns handling, inventory updates, and catalogue management across Shopify, WooCommerce, and marketplace platforms.
After-Hours & Weekend Support
Extended customer service coverage for evening, weekend, and bank holiday trading. Seamless handover protocols with your in-house team.
Social Media & Reputation Management
Social media customer service, review monitoring, and community management across Instagram, Facebook, X, and TikTok.
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
The numbers.
| Role | UK Cost (£/yr) | Treba (£/yr) | Saving | % |
|---|---|---|---|---|
| Customer Support Agent | £34,296 | £8,400 | £25,896 | 75% |
| Data Entry Specialist | £33,158 | £8,400 | £24,758 | 75% |
| Ecommerce Support Agent | £35,864 | £9,600 | £26,264 | 73% |
| Live Chat Agent | £34,296 | £8,400 | £25,896 | 75% |
| Virtual Executive Assistant | £44,520 | £12,000 | £32,520 | 73% |
Treba's customer support team transformed our multi-channel response times. We went from a 6-hour average reply to under 90 minutes across all channels, and our NPS score jumped 18 points in the first quarter. The cost saving let us reinvest in our loyalty programme.
Hire pre-vetted retail professionals
Interview-ready candidates with industry experience. No recruitment fees. Start in 7 days.
FAQ
Frequently asked questions.
Retail insights.
ArticleHow to Vet an Outsourcing Provider: A Due Diligence Checklist for UK Buyers
Due diligence framework for UK buyers evaluating outsourcing providers. Security, financial stability, compliance checks—avoid partnership failures.
ArticleThe UK Skills Shortage and the Case for Offshore Talent Partnerships
Explore why UK businesses turn to offshore talent partnerships to address skills gaps. Strategic insights on hiring abroad.
ArticleTrust & Safety Moderation: Building an Outsourced Review Team
Scale content moderation with Kenya-based review teams. Cover UGC, fraud, abuse detection. Accuracy metrics, moderator wellbeing, and cost savings.
Ready to Build Your Retail Operations Team?
Tell us your customer query volumes, channel mix, and biggest operational bottleneck. We'll design a team saving up to £32,520 per head per year — with agent profiles and a costed proposal in 48 hours.