Client Relations Assistant

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.
• 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