Call Center & Logistics Assistant

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