Customer Service Agent

About the role

A multinational logistics company specializing in cargo logistics, port terminal operations and maritime services is hiring a Customer Service Agent through its recruiter in Nairobi. The agent handles order management and manages customer complaints in line with company policy and standard operating procedures.

Key responsibilities

• Capture orders accurately within one hour, confirm receipt of email orders, update customers on order status and out-of-stock items, and proactively follow up with other departments to ensure timely fulfillment
• Track and report on orders, generate order reports and maintain accurate order trackers
• Keep customers informed about stock availability and backorders, and maintain accurate backorder records
• Handle customer queries across channels and follow up on CRM-logged queries, producing weekly and monthly CRM reports
• Maintain detailed records of customer complaints and file customer service records accurately and on time
• Build customer relationships through direct contact, interdepartmental collaboration, customer visits and monthly check-in calls
• Comply with contractual SLAs, adhere to SOPs and company policies, and maintain records for audit and analysis
• Generate and share reports such as open orders, orders audit and stock reports
• Process credit notes and debit notes, and contribute to the department's environmental management system objectives

Required profile

• Bachelor's degree or semi-qualified accountant (CPA Part 11)
• Excellent verbal and written communication and customer service skills
• Proven customer service experience, preferably in logistics, warehousing or supply chain, and preferably in a pharmaceutical or consumer healthcare company
• Ability to pay attention to detail, multitask and meet deadlines

Required skills

• SAP
• MS Office