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Speedy Chui Africa Limited
Transportation + 2 more
CUSTOMER SERVICE AGENT
Closed for applicationsOnly on Fuzu
Description
Employer: Speedy Chui Africa Limited
Reports To: Customer Service Manager
Job Description
Speedy Chui Africa is a national courier company introducing Kenya’s first technology-driven parcel delivery network. We are looking for energetic and customer-focused Customer Service Agents to join our team.
The role will be responsible for handling customer enquiries, resolving complaints, and providing support across all service channels (phone, email, chat, and in-person). Customer Service Agents will play a critical role in ensuring smooth parcel delivery experiences, assisting customers with access to our delivery network, and upholding Speedy Chui’s commitment to excellent service.
Handle inbound and outbound customer enquiries via phone, email, live chat, and face-to-face interactions.
Provide accurate information on parcel delivery, collection, rates, and company services.
Assist customers with parcel tracking, access codes, and account-related queries.
Ensure all customer queries are resolved within defined service timelines (SLAs).
Escalate unresolved or technical issues to the Customer Service Manager promptly.
Maintain a professional, empathetic, and customer-first approach at all times.
Record and resolve customer complaints in line with company policies.
Support customers experiencing difficulties with parcel delivery or collection.
Initiate service recovery actions for dissatisfied customers under guidance.
Follow up on escalated issues to ensure timely closure.
Monitor system dashboards for alerts relating to parcel delivery status.
Coordinate with Operations, IT, and Logistics teams to resolve service-related issues.
Log customer feedback, complaints, and suggestions for continuous improvement.
Assist in proactive outreach to customers for delivery confirmations or updates.
Accurately capture customer interactions in the Customer Service System (CRM/ERP).
Maintain updated customer records and ensure confidentiality of information.
Comply with company policies, service procedures, and data protection standards.
Provide daily updates and contribute to weekly performance reports.
Participate in daily team briefings and training sessions.
Support colleagues by sharing knowledge, tips, and best practices.
Uphold company values, professional grooming, and service standards.
Act as a brand ambassador, ensuring every customer experience reflects Speedy Chui’s values.
Qualifications & Competencies
Diploma or Certificate in Customer Service, Business Administration, Communications, IT, or a related field (Bachelor’s Degree is an added advantage).
Minimum of 2 years’ experience in customer service, preferably in logistics, courier, e-commerce, retail, or call centre environments.
Excellent communication skills in English and Kiswahili (knowledge of local languages is an added advantage).
Strong interpersonal skills with the ability to remain professional, empathetic, and courteous under pressure.
Proficiency in using customer service tools such as CRM systems, call centre software, or live chat applications.
Basic computer literacy (MS Office, email, web-based applications).
Ability to multitask and manage high volumes of calls, chats, or emails efficiently.
Problem-solving and conflict resolution skills with the ability to handle difficult customers calmly.
Strong time management and organizational skills to meet SLAs and service targets.
Ability to work both independently and collaboratively in a fast-paced environment.
Attention to detail and accuracy in capturing customer data and service records.
High level of honesty, integrity, and accountability in handling customer information.
Flexibility to work in shifts, including evenings, weekends, and public holidays, as required.
Customer-first mindset with high emotional intelligence and resilience.
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