Background

Flexi Personnel Ltd is a HR Company that was founded in 2008. It is currently the fastest growing HR firm in Kenya offering a wide range of services including Headhunting and Executive selection, Outsourced Labor management, HR Outsourcing, Outsourced Payroll Management, HR consultancy, Psychometric Assessments and Expatriate Services and relocation support....

Job Purpose

The Call Centre Agent will be responsible for handling inbound and outbound customer interactions across multiple channels, ensuring efficient communication, service delivery, and customer satisfaction. The role requires strong communication skills, attention to detail, and the ability to manage multiple customer touchpoints effectively

Key Roles and Responsibilities

• Handle inbound and outbound calls related to shipments, customer complaints, requests, and inquiries.
• Respond promptly and professionally to emails, WhatsApp messages, and social media inquiries.
• Provide customers with accurate updates on shipment status and collection of goods.
• Coordinate with internal teams and outsourced transport providers to support timely deliveries.
• Deliver consistent after-sales support following completed deliveries
• Maintain accurate records of customer interactions and update internal systems accordingly.
• Ensure customers are well-informed and supported, enhancing overall customer experience.
• Adhere to company policies and procedures to maintain high service standards.

Educational Qualifications & Career Experience

Mandatory:

• Diploma or bachelor’s degree in Customer Service, Business Administration, Communications, or a related field.
• At least 1–2 years of proven experience in a call center environment.
• Strong familiarity with CRM systems and customer data management processes.
• Excellent verbal and written communication skills.
• Strong customer service orientation with problem-solving skills.
• Ability to multitask and handle high volumes of customer interactions.

Preferred:

• Experience in logistics, transport, or supply chain environments.
• Familiarity with CRM systems and customer support tools.

What Our Client Offers:

• Competitive salary package.
• Opportunity to work in a dynamic, fast-paced environment.
• Career growth and skills development opportunities.

• Handle inbound and outbound calls related to shipments, customer complaints, requests, and inquiries.
• Respond promptly and professionally to emails, WhatsApp messages, and social media inquiries.
• Provide customers with accurate updates on shipment status and collection of goods.
• Coordinate with internal teams and outsourced transport providers to support timely deliveries.
• Deliver consistent after-sales support following completed deliveries
• Maintain accurate records of customer interactions and update internal systems accordingly.
• Ensure customers are well-informed and supported, enhancing overall customer experience.
• Adhere to company policies and procedures to maintain high service standards.

• Excellent verbal and written communication skills.
• Strong customer service orientation with problem-solving skills.
• Ability to multitask and handle high volumes of customer interactions.
• Strong familiarity with CRM systems and customer data management processes.
• Familiarity with CRM systems and customer support tools.

• Diploma or bachelor’s degree in Customer Service, Business Administration, Communications, or a related field.
• At least 1–2 years of proven experience in a call center environment.
• Experience in logistics, transport, or supply chain environments.