{"id":2611090,"url":"https://alion.io/job/qsourcing-qssk-csa-customer-service-agent","title":"QSSK-CSA-CUSTOMER SERVICE AGENT","company":{"id":4423592,"name":"Q-Sourcing Servtec","domain":"qsourcing.com","url":"https://alion.io/company/qsourcing","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-15T10:58:41Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-01T08:02:23Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"JOB TITLE:\nCUSTOMER SERVICE AGENT\nAbout This\nJob:\nQ-Sourcing\nLimited trading as Q-Sourcing Servtec is a manpower management solutions firm\noperating in the East African Region in the countries of Uganda, Kenya,\nTanzania, Rwanda, and South Sudan.\nOn behalf of\nour client, we are looking for a competent, skilled, and experienced Customer Service Agent to work in\nKenya.\nJob Purpose\nTo effectively\ncarry out order management activities and manage customer complaints in line\nwith company policy and standard operating procedures.\nKey\nResponsibilities\n1. Order\nManagement\n·Capture orders accurately according to SOPs with minimal errors.\n·Provide accurate order feedback and status responses, confirming\norder receipts and updating customers on out-of-stock products.\n·Proactively follow up and coordinate with all relevant\ndepartments to ensure timely order fulfillment and address any delays or discrepancies.\n·Communicate timely and clearly with customers to enhance\nsatisfaction throughout the order lifecycle.\n·Generate order reports and maintain accurate trackers to\nmaintain visibility across the order lifecycle.\n2. Backorder\nManagement\n·Update customers promptly on stock availability and status on\nback-orders.\n·Maintain an accurate record of customer back-orders in the\nsystem.\n3. Query\nManagement\n·Manage customer queries across multiple channels in a timely and\nprofessional manner.\n·Manage and follow up on queries logged on the CRM system to\nensure timely resolution.\n·Prepare weekly and monthly CRM reports for both internal and\nexternal clients.\n·Maintain detailed and accurate records of all customer\ncomplaints received on the complaints log.\n4.\nCustomer/Client Relationships\n·Establish direct channels of contact with customers to develop\ngood working relationships.\n·Collaborate with other departments to ensure seamless order\nprocessing and query management.\n·Conduct customer visits and carry out monthly check-in calls to\nmaintain strong relationships.\n5. KPI\nAdherence\n·Ensure compliance with contractual SLA requirements.\n6. Quality\nAssurance\n·Adhere to customer service SOPs and all relevant company\npolicies.\n·File customer service records accurately and on time per\nclient/customer.\n7. Reports and\nCredit Notes Processing\n·Generate, analyze, and present reports, including open orders\nreports, orders audit reports, and stock reports.\n·Process financial billing documents (credit notes and debit\nnotes).\n8.\nEnvironmental Management\n·Participate in the implementation of departmental and site EMS\nobjectives.\n·Support business EMS objectives through responsible resource\nusage and waste management.\n·Ensure accurate reporting of environmental data and compliance\nwith sustainability targets.\n9. Health\n& Safety Management\n·Ensure full compliance with the Occupational Health and Safety\nAct (OHS Act 2007 - Kenya), company SHE policies, and all relevant safety\nregulations.\n·Take part in safety audits, risk assessments, and drills to\nproactively identify and mitigate workplace hazards.\n·Participate in safety training programs and enforce the use of\nPersonal Protective Equipment (PPE).\n·Maintain accurate safety records and monitor key safety\nperformance indicators.\n10. Other\nDuties\n·Perform any other duties as assigned by Management from time to\ntime.\nRequirements\nEducation\n·Bachelor's degree in Business, Logistics, Supply Chain, or a\nrelated field.\nExperience\n·Proven experience in customer service, preferably in logistics,\nwarehousing, or supply chain environment.\n·Experience in a pharmaceutical or consumer healthcare company is\npreferred.\nTechnical\nSkills\n·Proficiency in SAP operating system.\n·Proficiency in MS Office applications.\n·Experience with CRM systems.\nCore\nCompetencies\n·Excellent communication skills (verbal and written) and customer\nservice skills.\n·Excellent organizational and time management skills.\n·Strong attention to detail and ability to work within stipulated\ndeadlines.\n·Friendly, confident, and professional demeanor.\n·Problem-solving mindset with a focus on customer satisfaction.\n·Ability to multitask and prioritize in a fast-paced environment.\n·High level of integrity and professionalism.\nInterested and\nqualified applicants should submit their applications through the link below.\nNote: Only\nshortlisted applicants will be contacted.\nQ-SOURCING\nSERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. 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