QSSK-CSA-CUSTOMER SERVICE AGENT

JOB TITLE:

CUSTOMER SERVICE AGENT

About This

Job:

Q-Sourcing

Limited trading as Q-Sourcing Servtec is a manpower management solutions firm

operating in the East African Region in the countries of Uganda, Kenya,

Tanzania, Rwanda, and South Sudan.

On behalf of

our client, we are looking for a competent, skilled, and experienced Customer Service Agent to work in

Kenya.

Job Purpose

To effectively

carry out order management activities and manage customer complaints in line

with company policy and standard operating procedures.

Key

Responsibilities

1. Order

Management

·Capture orders accurately according to SOPs with minimal errors.

·Provide accurate order feedback and status responses, confirming

order receipts and updating customers on out-of-stock products.

·Proactively follow up and coordinate with all relevant

departments to ensure timely order fulfillment and address any delays or discrepancies.

·Communicate timely and clearly with customers to enhance

satisfaction throughout the order lifecycle.

·Generate order reports and maintain accurate trackers to

maintain visibility across the order lifecycle.

2. Backorder

Management

·Update customers promptly on stock availability and status on

back-orders.

·Maintain an accurate record of customer back-orders in the

system.

3. Query

Management

·Manage customer queries across multiple channels in a timely and

professional manner.

·Manage and follow up on queries logged on the CRM system to

ensure timely resolution.

·Prepare weekly and monthly CRM reports for both internal and

external clients.

·Maintain detailed and accurate records of all customer

complaints received on the complaints log.

4.

Customer/Client Relationships

·Establish direct channels of contact with customers to develop

good working relationships.

·Collaborate with other departments to ensure seamless order

processing and query management.

·Conduct customer visits and carry out monthly check-in calls to

maintain strong relationships.

5. KPI

Adherence

·Ensure compliance with contractual SLA requirements.

6. Quality

Assurance

·Adhere to customer service SOPs and all relevant company

policies.

·File customer service records accurately and on time per

client/customer.

7. Reports and

Credit Notes Processing

·Generate, analyze, and present reports, including open orders

reports, orders audit reports, and stock reports.

·Process financial billing documents (credit notes and debit

notes).

8.

Environmental Management

·Participate in the implementation of departmental and site EMS

objectives.

·Support business EMS objectives through responsible resource

usage and waste management.

·Ensure accurate reporting of environmental data and compliance

with sustainability targets.

9. Health

& Safety Management

·Ensure full compliance with the Occupational Health and Safety

Act (OHS Act 2007 - Kenya), company SHE policies, and all relevant safety

regulations.

·Take part in safety audits, risk assessments, and drills to

proactively identify and mitigate workplace hazards.

·Participate in safety training programs and enforce the use of

Personal Protective Equipment (PPE).

·Maintain accurate safety records and monitor key safety

performance indicators.

10. Other

Duties

·Perform any other duties as assigned by Management from time to

time.

Requirements

Education

·Bachelor's degree in Business, Logistics, Supply Chain, or a

related field.

Experience

·Proven experience in customer service, preferably in logistics,

warehousing, or supply chain environment.

·Experience in a pharmaceutical or consumer healthcare company is

preferred.

Technical

Skills

·Proficiency in SAP operating system.

·Proficiency in MS Office applications.

·Experience with CRM systems.

Core

Competencies

·Excellent communication skills (verbal and written) and customer

service skills.

·Excellent organizational and time management skills.

·Strong attention to detail and ability to work within stipulated

deadlines.

·Friendly, confident, and professional demeanor.

·Problem-solving mindset with a focus on customer satisfaction.

·Ability to multitask and prioritize in a fast-paced environment.

·High level of integrity and professionalism.

Interested and

qualified applicants should submit their applications through the link below.

Note: Only

shortlisted applicants will be contacted.

Q-SOURCING

SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO

DISQUALIFICATION.