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Customer Service Agent job at Stratostaff East Africa | Apply Now
Nairobi, Kenya
Full Time
Are you looking for Management jobs in Kenya 2025 today? then you might be interested in Customer Service Agent job at Stratostaff East Africa
About the Organisation
Our client is a multinational logistics company specializing in cargo logistics, port terminal operations, and maritime services. With a strong global footprint, the company is known for delivering end-to-end supply chain solutions, providing world-class services across various logistics domains, and maintaining a strong commitment to operational excellence and customer satisfaction.
Job Title
Customer Service Agent job at Stratostaff East Africa
Stratostaff East Africa
Job Description
Reporting to the Customer Service Manager, the Customer Service Agent plays a vital role in end-to-end order management, complaint resolution, and client relationship management. The role requires accurate data entry, clear communication with clients, tracking orders, generating reports, and ensuring adherence to service-level agreements. This position also entails managing customer queries across various channels and collaborating with internal departments to ensure timely service delivery.
Duties, Roles and Responsibilities
Order Management:
Capture 100% of orders accurately and within 1 hour
Confirm receipt of orders and provide timely updates on order status and out-of-stock items
Proactively coordinate with departments to ensure order fulfillment
Track and report on order status
Backorder Management:
Keep customers informed about stock availability
Maintain accurate records of backorders
Query and Complaint Management:
Respond to customer queries across channels in a timely manner
Log, follow up, and close queries in the CRM system
Generate weekly and monthly CRM reports
Maintain detailed complaint records
Customer Relationship Management:
Build strong relationships with external clients
Coordinate with internal teams for seamless operations
Conduct monthly check-in calls and occasional customer visit
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s Degree in a relevant field or CPA Part II
3+ years of customer service experience, preferably in logistics, supply chain, warehousing, pharmaceutical, or consumer healthcare industries
Strong verbal and written communication skills
Proficiency in SAP and Microsoft Office Suite
Excellent organizational and time management abilities
High attention to detail and ability to meet deadlines
Friendly, confident, professional demeanor
Problem-solving mindset and customer-centric approach
Ability to multitask and perform under pressure
How to Apply
ONLINE APPLICATION ONLY!
Interested candidates are advised that applications for this position must be submitted online. To apply, please click on the "Apply" button below.
