Vacancy Description:
Motorspeed Courier and Fulfilment Limited, an East African logistics and fulfilment provider, is seeking a Follow-Up Agent for Dispatched Orders to be based in Nairobi, responsible for proactively contacting customers after their orders have shipped to schedule delivery, resolve issues, guide customers on product usage, gather feedback, 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. Follow up with clients after delivery to explain product usage, answer questions, and ensure they’re getting the most out of what they purchased
3. Actively seek and document customer feedback on products and the overall delivery experience
4. Handle customer inquiries, concerns, and complaints promptly and professionally across calls, WhatsApp, email, and other channels
5. Coordinate directly with the logistics/delivery team to relay scheduling details and ensure timely, successful delivery
6. Follow up on undelivered, delayed, or failed delivery attempts to reschedule and resolve the issue
7. Confirm receipt of packages with customers and close out delivery records accordingly
8. Track and log all post-dispatch customer interactions, product usage guidance, and feedback using company tools/systems
9. Resolve delivery, COD, or order-related issues in coordination with the logistics team
10. Gather and report recurring delivery issues or product feedback to help improve service
11. Meet or exceed monthly targets for on-time delivery confirmation and customer satisfaction
Requirements
1. Exceptional command of both English and Kiswahili – spoken and written – with the ability to explain product usage clearly and persuasively to customers
2. Good computer knowledge, including proficiency in Excel and Word
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 Nairobi 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
