Company Description Deliveryman Courier and Fulfillment Service is a leading eCommerce courier and fulfillment provider in Kenya, offering fast, reliable, and scalable door-to-door delivery solutions for online businesses across Africa and globally. Based in Nairobi, the company focuses on same-day delivery within Nairobi, next-day regional shipping, and end-to-end order fulfillment for both local and international sellers. Its integrated fulfillment network covers inventory storage, order processing, last-mile delivery, and cash-on-delivery (COD) solutions to support global brands entering Kenya’s digital economy. With advanced real-time tracking technology and seamless integrations with platforms like Shopify, WooCommerce, and Jumia, Deliveryman helps businesses reduce logistics costs while improving customer satisfaction. The company is recognized for its cross-border shipping expertise and commitment to delivering a superior customer experience that builds loyalty for client brands. Role Description This is a full-time, on-site Call Center Representative role based in Nairobi County, Kenya. The Call Center Representative will handle inbound and outbound calls, emails, and chats from customers and merchants, providing timely updates on shipment status, delivery timelines, and order issues. The role involves resolving delivery-related inquiries, complaints, and escalations in a professional manner while maintaining high levels of customer satisfaction.
Responsibilities include accurately capturing customer information, updating the system with real-time order and delivery notes, and coordinating with operations, dispatch, and fulfillment teams to ensure smooth last-mile delivery. The Call Center Representative will also assist with tracking parcels, explaining COD procedures, following defined scripts and workflows, and sharing customer feedback to help improve service quality. Qualifications Customer-focused mindset with experience in customer service or call center environments, aiming to enhance customer satisfaction and loyalty. Strong interpersonal skills and the ability to communicate clearly, patiently, and professionally with diverse customers and internal teams. Proficiency in customer support practices, including handling inquiries, complaints, and escalations through phone, email, and chat. Basic to intermediate computer literacy, including familiarity with call center software, CRM systems, and standard office applications. Ability to multitask in a fast-paced environment, prioritize workload, and follow standard operating procedures accurately. Fluency in English; proficiency in Swahili and other local languages is an advantage. Previous experience in logistics, courier services, or eCommerce support is a plus. Minimum of a high school diploma or equivalent; additional training in communication, business, or customer service is beneficial.
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