Customer Service Representative – Freight Forwarding

About the role

The Customer Service Representative will join a fast‑growing freight forwarding and logistics startup in Nairobi. You will be the primary point of contact for clients, providing shipment updates, handling enquiries and ensuring a smooth service experience.

Key responsibilities

• Respond to client enquiries via phone, email, WhatsApp and other channels.
• Provide timely updates on shipment status and service requests.
• Follow up on open enquiries and resolve issues promptly.
• Liaise with internal teams to obtain clearance and shipment information.
• Communicate any delays or changes to customers.
• Handle complaints professionally and escalate when necessary.
• Prepare and share quotations and related documentation.
• Maintain accurate records of customers and shipments.

Required profile

• Diploma or degree in Business Administration, Logistics, Marketing or a related field.
• Previous customer‑service experience, preferably in freight forwarding, clearing or logistics.
• Strong communication and interpersonal abilities.
• Excellent follow‑up and organisational skills.
• Proactive, customer‑focused attitude with willingness to learn.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Competitive salary range (30‑35k).
• Full‑time, on‑site position.
• Opportunity to grow within a dynamic logistics startup.