Key Responsibilities

* Receive and respond to customer inquiries via phone, WhatsApp, email and other communication channels.

* Process customer bookings and accurately capture customer and service details.

* Coordinate and monitor daily pickups and deliveries to ensure timely service.

* Communicate effectively with customers, riders, drivers and branch teams.

* Handle customer complaints, follow up on service satisfaction and escalate complex issues where necessary.

* Maintain accurate booking, customer and logistics records and prepare daily and weekly operational reports.

* Promote company services by upselling, cross-selling and informing customers about ongoing promotions.

* Monitor service turnaround times and recommend improvements to enhance customer satisfaction and operational efficiency.

Qualifications & Experience

* Diploma or Certificate in Business Administration, Customer Service, Logistics, Sales & Marketing or a related field.

* Minimum 2 years' experience in customer service, call centre operations, logistics coordination or a similar role.

* Experience coordinating riders, drivers or field teams will be an added advantage.

* Proficiency in Microsoft Office, Google Workspace, WhatsApp and email.

* Experience using customer databases or logistics/booking systems is desirable.

Key Competencies

* Excellent verbal and written communication skills.

* Strong customer service and interpersonal skills.

* Good planning, coordination and organizational abilities.

* Ability to multitask, work under pressure and meet deadlines.

* Strong attention to detail and problem-solving skills.

* Sales orientation with the ability to upsell services.

* High level of integrity, professionalism and confidentiality.

How to Apply

Interested candidates who meet the above requirements are invited to submit their CV indicating "Call Center & Logistics Assistant" in the subject line to email vacancy@focusedhrsolutions.co.ke