Client Relations Assistant

About the role

A leading FMCG and pharmaceutical company, recruited through Stratostaff East Africa, is looking for a Client Relations Assistant in Nairobi to support efficient and responsive customer service. This is a full-time position on a 3-month contract, available immediately.

Key responsibilities

• Receive customer enquiries by phone, email, online and in person, and acknowledge them promptly and professionally.
• Manage order enquiries by reviewing customer details, order information and transaction records to confirm status and spot issues.
• Answer questions about product availability using inventory levels, expected replenishment dates and suitable alternatives.
• Monitor and share order status updates, including confirmation, processing, dispatch and delivery, and inform customers of delays or changes.
• Coordinate with internal teams, suppliers and delivery providers to resolve order or delivery issues.
• Handle delivery enquiries, track shipments and help customers with missing, delayed, damaged or wrongly delivered orders.
• Deal with complaints calmly and professionally, working toward a fair resolution.
• Process returns and service requests according to company policy, covering eligibility, documentation, collection, refunds and replacements.
• Record enquiries, actions and outcomes in the customer service or order management system, and escalate complex or urgent issues to the right department or manager.
• Follow up with customers to confirm resolution and ensure responses are accurate, timely and consistent with data protection requirements.
• Process customer orders by entering order information into the ERP system so picking, packing, invoicing and fulfillment run smoothly.

Required profile

• 1-2 years of experience in their field of study, sales or customer relations.
• Diploma in Pharmaceutical Technology, Registered Nurse, Registered Clinical Officer, Medical Laboratory Technology, Public Health or another health-related qualification.
• Sales or medical representative experience is an added advantage.
• Strong communication and interpersonal skills, attention to detail and a customer-focused approach.

Required skills

• Proficiency in report writing.
• Proficiency in Microsoft packages and other spreadsheet applications.