Customer Service Officer

Afrique Shipping Services Limited, a reputable clearing and forwarding company founded in 2009 and serving both local and international clients, is seeking a proactive and detail-oriented Customer Service Officer to join their Nairobi-based team. This is a full-time, onsite role ideal for a professional who thrives in a fast-paced logistics environment and is passionate about delivering exceptional customer experiences.

In this role, you will serve as the primary point of contact for clients navigating the clearing and forwarding process, ensuring seamless communication, timely resolution of issues, and consistent service excellence. You will also collaborate cross-functionally with Sales, Marketing, Operations, and Logistics teams to uphold the company's reputation for efficiency and professionalism.

• Monitor and report on key customer service metrics including response time, resolution time, and customer satisfaction scores to drive continuous improvement.
• Develop, document, and maintain standard operating procedures (SOPs) for all customer service operations.
• Handle escalated customer complaints promptly and professionally, ensuring timely and satisfactory resolutions.
• Liaise with Sales & Marketing, Operations, and Logistics departments to guarantee a seamless end-to-end customer experience.
• Proactively share updates, shipment statuses, and relevant information with clients in a timely manner.
• Support the Marketing team through targeted telemarketing activities aimed at client retention and acquisition.
• Collaborate with the Marketing team to co-develop customer service initiatives aligned with broader business objectives.
• Foster and maintain a positive, collaborative, and solutions-focused work environment.

• Demonstrate at least 3 years of hands-on customer service experience, preferably within logistics, shipping, freight, or a related industry.
• Manage and de-escalate challenging client situations calmly and professionally, turning complaints into loyalty opportunities.
• Track and analyse customer service KPIs and translate data into actionable service improvements.
• Communicate clearly and confidently — both written and verbally — with clients and internal stakeholders at all levels.
• Work independently under pressure, prioritise multiple tasks simultaneously, and meet tight deadlines.
• Apply knowledge of clearing, forwarding, or supply chain processes to provide contextually relevant customer support.
• Utilise CRM tools and standard office productivity software (MS Office, email platforms) effectively.
• Demonstrate strong interpersonal skills and the ability to build lasting client relationships.
• Hold a Master's degree (MBA, MSc, MA) or equivalent postgraduate qualification — as specified by the employer.

The salary for this role is not explicitly stated in the job posting. Based on Kenyan market benchmarks for a mid-level Customer Service Officer with 3+ years of experience in the logistics/shipping sector in Nairobi, the estimated monthly gross salary ranges between KES 80,000 – KES 150,000, commensurate with qualifications and experience. Interested candidates are encouraged to confirm the exact package during the interview process.

Ideal candidate: You are a customer-centric professional with a background in logistics or shipping, a postgraduate qualification, and a proven track record of managing client relationships and resolving escalated issues. You are analytical, organised, and able to thrive in a dynamic, deadline-driven environment. You enjoy working cross-functionally and take pride in delivering measurable service improvements.

Who should NOT apply: Candidates with fewer than 3 years of relevant customer service experience, those without a postgraduate qualification (as specifically required by the employer), or individuals uncomfortable working onsite in Nairobi should not apply at this time.

To apply for this position, follow these steps:

• Prepare an updated CV highlighting your customer service experience, key achievements, and relevant qualifications.
• Write a concise cover letter explaining why you are the right fit for this role at Afrique Shipping Services Limited.
• Submit your application through the official Afrique Shipping Services Limited careers page or the job platform where this listing was found.
• Ensure your application is submitted before the closing date of 30th June 2026. Late applications will not be considered.
• Important: Do not pay any fees, notarisation costs, or assessments as part of this recruitment process. Legitimate employers do not charge candidates.