Sales & Customer Support Agent – Nairobi

SALES & CUSTOMER SUPPORT AGENT – NAIROBI Position: Follow-Up Agent for Dispatched Orders Company: Motorspeed Courier and Fulfilment Limited Location: Nairobi County Salary: KES 20,000 per month Entry Level: Yes Posted: 16 hours ago Application Deadline: Thursday, October 29, 2026 ABOUT THE ROLE Motorspeed Courier and Fulfilment Limited, a leading East African logistics and fulfillment provider, is hiring a Follow-Up Agent to join our Nairobi team. In this position, you will be the voice of customer care, proactively reaching out to customers after their orders ship to schedule deliveries, resolve issues, provide product guidance, and gather valuable feedback. You will work closely with our logistics team to ensure every package reaches customers on time and in perfect condition. KEY RESPONSIBILITIES Your day-to-day will include proactively calling customers post-dispatch to confirm and schedule convenient delivery times. You will follow up after delivery to walk customers through product usage and answer any questions they may have. You'll actively collect and document customer feedback on both products and delivery experiences. You will manage customer inquiries, concerns, and complaints across multiple channels including calls, WhatsApp, email, and other communication platforms with professionalism and care. Close coordination with the logistics and delivery teams will be essential to relay scheduling details and ensure successful package receipt. You will also handle follow-ups on undelivered, delayed, or failed delivery attempts, work to resolve delivery and order-related issues, and track all post-dispatch interactions using company systems. Your insights on recurring delivery challenges and product feedback will help drive continuous service improvement. Meeting monthly targets for on-time delivery confirmation and customer satisfaction is a core expectation of this role. WHAT WE'RE LOOKING FOR You must be fluent in both English and Kiswahili, spoken and written, with the ability to explain product details clearly and persuasively to customers. You should have solid computer skills, particularly with Excel and Word. A minimum of one year of experience in customer service, logistics, or a customer-facing role is required. Prior exposure to e-commerce, courier services, or delivery and logistics coordination is highly valued. You will demonstrate exceptional interpersonal skills with a professional, friendly, and clear communication style. Patience, empathy, and a solution-focused approach are essential when addressing customer concerns or delivery complications. You must be able to juggle multiple outbound calls and follow-ups simultaneously without losing quality. This is an on-site position at our Nairobi branch, so you must be available to work from our office location. You will need to bring a fully functional laptop to work. WORKING SCHEDULE Monday through Friday: 8:00 AM to 5:00 PM Saturday: 8:00 AM to 1:00 PM Sunday: Optional with separate daily compensation QUALIFICATIONS Minimum Education: Bachelor's Degree Minimum Experience: 2 Years Specialization Areas: Call Center, Customer Relations, Procurement & Logistics, Sales, or Marketing