Vacancy – Customer Service Representative

Our client a leading petrochemical manufacturer with operations in over 50 countries is seeking to recruit a highly talented and dynamic professional to fill in the following position based in Nairobi:


Reporting to the Country and CS Africa Manager, the Customer Service Representative will be involved in sustaining the client’s image, ensuring accurate orders processing, efficient shipment tracking, responding to customers’ requests, overcoming their obstacles and providing first-level services.

Key Responsibilities
• Responding to customer requests and communicating in a professional way with a customer-oriented style to maintain excellent relationship
• Verifying and investigating complaints and claims from customers, service providers, affiliates and any other parties
• Reporting any interruptions that would disrupt or delay work or deliveries to customers and resolving them or proposing appropriate solutions
• Responsible for orders system related issues
• Handling the approved compensation in SAP for any justified complaints
• Executing diversions and returns process, credit and debit notes if necessary and
• Supporting the business by issuing free sample orders once approved
• Maintaining SAP mater data for the customers
• Resolving Data Quality and Mirror Plant related issues
• Responsible for customer satisfaction (NPS)
• Providing suggested solutions in case of operational interruptions and approve or escalate
solutions to the management
• Issuing SAP repeat agreements for contractual and non-contractual customers
• Extracting the orders list from SAP for repeat calculations and creating repeat credit notes based on the approved figures

• Bachelor’s Degree or Diploma
• Minimum 4 years’ experience
• Experience with SAP or related ERP
• Customer Service Training and Certification
• Good command of the English language
• Excellent Communication Skills
• Analytical and Problem Solving skills

Interested candidates are requested to forward their updated CVs to stating the subject heading CUSTOMER SERVICE REPRESENTATIVE by Friday 7th January 2022 clearly indicating their current and expected remuneration (MUST), daytime telephone contacts and addresses of three referees.

Only shortlisted candidates will be contacted.