QSSK-CSA-Customer Service Agent

Q-Sourcing Servtec Group

Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals.

QSSK-CSA-Customer Service Agent

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience
• Location Nairobi
• Job Field Customer Care, Success and Service

Job Purpose

• To effectively carry out order management activities and manage customer complaints in line with company policy and standard operating procedures.

Key Responsibilities

• 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.

• Backorder Management

• Update customers promptly on stock availability and status on back-orders.

• Maintain an accurate record of customer back-orders in the system

• 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.

• 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.

• KPI Adherence

• Ensure compliance with contractual SLA requirements.

• Quality Assurance

• Adhere to customer service SOPs and all relevant company policies.

• File customer service records accurately and on time per client/customer.

• 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).

• 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

• 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.

• 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.

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