Other · Full-time
Recruitment agency · Stratostaff East AfricaClient Relations Assistant
Employer not disclosed by agency
NairobiMid level · Not statedDeadline not stated by agencyChecked 1 Oct 2026
About this role
Role overview
Job Title: Client Relations Assistant Employment Terms: 3 months Contract Availability: Immediately Location: Nairobi JOB PURPOSE Our client, a leading FMCG and pharmaceutical company, is seeking to recruit a Client Relations assistant to support the delivery of efficient and responsive customer service.The ideal candidate should demonstrate strong communication and interpersonal skills, attention to detail, responsiveness and a customer-focused approach. KEY RESPONSIBILITIES · Receive customer enquiries through appropriate communication channels, including telephone, email, online platforms and in-person interactions, and acknowledge each enquiry promptly and professionally.
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- Manage enquiries relating to orders by reviewing customer details, order information and transaction records to confirm the status and identify any issues requiring attention. · Respond to questions about product availability by checking current inventory levels, expected replenishment dates and suitable alternatives, and provide customers with accurate and up-to-date information. · Monitor and communicate order status updates, including order confirmation, processing, dispatch and delivery progress, while keeping customers informed of any delays or changes. · Coordinate with relevant internal teams, suppliers and delivery providers to investigate order or delivery issues and ensure that customer concerns are addressed efficiently.
- Handle delivery-related enquiries by confirming delivery details, tracking shipments and assisting customers with missing, delayed, damaged or incorrectly delivered orders. · Receive and manage customer complaints in a calm, courteous and professional manner, listen carefully to the customer’s concerns, and work toward a fair and appropriate resolution. · Process returns and related service requests in accordance with company policies and procedures, providing customers with clear instructions regarding eligibility, documentation, collection, refunds and replacements.
- Record all customer enquiries, actions taken and outcomes accurately in the relevant customer service or order management system to support effective follow-up and maintain complete records. · Escalate complex, urgent or unresolved issues to the appropriate department or manager, providing all relevant information to facilitate prompt investigation and resolution. · Follow up with customers when necessary to confirm that their enquiry or complaint has been resolved satisfactorily and to maintain a high standard of customer service. · Ensure that all responses are accurate, timely, courteous and consistent with company policies, service standards and applicable data protection requirements.
- Process customer orders by accurately capturing and maintaining order information in the ERP system to facilitate timely picking, packing, invoicing, and order fulfillment. Requirements QUALIFICATIONS AND EXPERIENCE · 1-2 years’ experience in their respective field of study/sales/customer relations. · Diploma in Pharmaceutical Technology/Registered Nurse/Registered Clinical Officer/Medical Laboratory Technology/Diploma in Public Health or any Health related field qualification. · Sales Experience/ Medical representative experience is an added advantage. SKILLS AND COMPETENCIES · Proficiency in report writing. · Proficiency in Microsoft packages and other spreadsheet applications.
- High attention to detail and accuracy Interested candidates are invited to submit their resume by 28th August 2026 via the link below