Vacancy Description:
Motorspeed Courier and Fulfilment Limited, an East African logistics and fulfilment provider, is expanding operations into Dar es Salaam ahead of the launch of its new warehouse facility (targeted go-live: early November 2026). We are seeking a Follow-Up Agent for Dispatched Orders to be based in Dar es Salaam, responsible for proactively contacting customers after their orders have shipped to schedule delivery, resolve issues, and coordinate with the logistics team to ensure packages are successfully received.
Key Responsibilities
1. Proactively call customers after package dispatch to confirm and schedule a convenient delivery time
2. Handle customer inquiries, concerns, and complaints promptly and professionally across calls, WhatsApp, email, and other channels
3. Coordinate directly with the logistics/delivery team to relay scheduling details and ensure timely, successful delivery
4. Follow up on undelivered, delayed, or failed delivery attempts to reschedule and resolve the issue
5. Confirm receipt of packages with customers and close out delivery records accordingly
6. Track and log all post-dispatch customer interactions using company tools/systems
7. Resolve delivery, COD, or order-related issues in coordination with the logistics team
8. Gather and report recurring delivery issues or customer feedback to help improve service
9. Meet or exceed monthly targets for on-time delivery confirmation and customer satisfaction
Requirements
1. Good computer knowledge, including proficiency in Excel and Word
2. Proficiency in English and Kiswahili (spoken and written)
3. Minimum 1 year of experience in a similar customer service, logistics, or customer-facing role
4. Prior experience in e-commerce, courier, or delivery/logistics coordination is an added advantage
5. Strong interpersonal skills with a clear, professional, and friendly communication style
6. Patient, empathetic, and solution-focused when handling customer concerns or delivery issues
7. Ability to multitask and manage a high volume of outbound calls and follow-ups
8. Must be able to work on-site at our Dar es Salaam branch
9. Have a fully working laptop
Working Hours
Monday – Friday: 8:00 AM – 5:00 PM
Saturday: 8:00 AM – 1:00 PM
Sunday: Optional with daily separate compensation