Call Centre Agent

Role Overview

You will be the first point of contact for customers who are checking on parcels, tracking shipments, or raising issues with deliveries. Working from our Nairobi base, you will manage a steady flow of inbound and outbound calls, update order records, and make sure every query is resolved or passed to the right team. Your work directly affects our reputation as a reliable courier and fulfilment partner, so clarity, patience, and accuracy matter in every conversation.

Key Responsibilities

• Answer incoming calls and also reach out to customers when follow-up is needed, always keeping a professional and courteous tone.
• Listen carefully to delivery-related questions, complaints, or requests, and give correct, up-to-date information about shipment status and service options.
• Log every interaction into the customer management system, including notes, resolutions, and any actions still pending.
• Track open issues through to completion, confirming with customers that their problem has been handled and they are satisfied.
• Spot recurring problems or service gaps from customer feedback and flag them to your supervisor for quick action.
• Coordinate with dispatch and warehouse colleagues to verify order details, estimated arrival times, and any delivery exceptions.
• Stay calm and helpful when customers are frustrated, using clear communication to turn negative experiences into positive ones.

Requirements & Qualifications

• At least one year of experience in a call centre, customer service desk, or a similar role where you regularly dealt with the public.
• Strong spoken and written English, with the ability to explain complex delivery situations in simple, friendly language.
• Excellent listening skills and a logical approach to solving problems on the spot.
• Comfortable working with little direct supervision, managing your time well and taking ownership of your calls.
• Basic computer proficiency, including using email, spreadsheets, and customer databases; experience with call centre software is a bonus.
• Educated to at least secondary school level; a certificate or diploma in customer service or business administration is an advantage.

What We Offer / Why Join

This is a casual position for an initial period of three months, with the possibility of an extension based on how well you perform. You will receive a net salary of KES 18,000 and gain hands-on experience in the fast-moving courier and fulfilment industry. It is an ideal opportunity if you are looking to build a career in customer service while working in a lively Nairobi-based team.