Sales & Customer Support Agent at Motorspeed Courier and Fulfiment Limited

We're looking for a proactive, customer-focused Customer Success & Retention Agent to join our team on-site at our Nairobi branch. This role goes beyond traditional customer support — you'll be the primary point of contact ensuring every customer has a great experience with our products, encouraging repeat purchases, and building lasting relationships that keep customers coming back.

Key Responsibilities

1. Proactively follow up with customers after purchase to ensure satisfaction with their orders
2. Handle customer inquiries, concerns, and complaints promptly and professionally across calls, WhatsApp, email, and other channels
3. Identify opportunities to upsell and cross-sell relevant products based on customer needs and purchase history
4. Drive repeat purchases through personalized follow-ups, promotions, and product recommendations
5. Build and maintain strong, ongoing relationships with customers to increase loyalty and lifetime value
6. Track and manage customer interactions and feedback using different tools
7. Resolve delivery, COD, or order-related issues in coordination with the logistics team
8. Gather and report customer feedback and market insights to help improve products and service
9. Meet or exceed monthly targets for customer satisfaction, retention, and repeat sales

Requirements

1. Good computer knowledge, including proficiency in Excel and Word
2. Proficiency in English (spoken and written)
3. Minimum 1 year of experience in a similar customer service, sales, or customer-facing role
4. Prior experience in e-commerce, beauty/cosmetics, or retail is an added advantage
5. Strong interpersonal skills with a warm, persuasive, and professional communication style
6. Sales-oriented mindset with the ability to identify upsell opportunities naturally, without being pushy
7. Patient, empathetic, and solution-focused when handling customer concerns
8. Ability to multitask and manage a high volume of customer interactions
9. Must be able to work on-site at our Nairobi branch

Working Hours

Monday – Friday: 8:00 AM – 5:00 PM
Saturday: 8:00 AM – 1:00 PM
Sunday: Optional with daily separate compensation

What We Offer

1. Competitive salary: KES 20,000/month
2. Bonuses provided for good performance
3. Opportunity to grow within a fast-scaling cosmetics brand
4. Supportive, collaborative team environment

Apply for this vacancy

Deadline: Friday, August 21, 2026

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