Call Center Agent (Order Confirmation, Delivery & After-Sales)

Department Customer Operations / Call Center

Reports To Operations Manager

Employment Type Full-time

Works In Company CRM & Order Pipeline (New → Approved→ Dispatched → Delivered → Completed)

The Call Center Agent owns the customer's journey for every cash-on-delivery (COD) order, from the moment it lands in the CRM as a New Order to the moment it is marked Completed. You will confirm that customers genuinely want their order, coordinate delivery, follow up until the parcel is safely received, and resolve any after-sales issues. This role is central to the company's ability to scale quickly: reliable, high-volume, high-quality order handling directly drives delivery success rates, customer trust, and repeat business.

Your day-to-day work follows the order pipeline in the CRM. Each stage has clear actions and a clear CRM update you are responsible for making.

STAGE 1 — NEW ORDER: CONFIRM THE ORDER

• Call every new order within the required response window (target set in the KPI framework) of it appearing in the CRM.
• Verify the customer's identity, phone number, delivery address, product(s), quantity, price, and that payment is COD for COD region and prompt for NON-COD region.
• Confirm the customer still wants the order and understands the total price and expected delivery timeline.
• Where appropriate, inform customers of relevant add-ons or promotions (upsell/cross-sell) without pressuring them.
• Update the CRM immediately: move the order to Approved and assign the correct dispatch team, or record Cancelled / Unreachable with the correct reason code.
• For unreachable customers, follow the required call-attempt protocol (multiple attempts at different times) before closing the order out.

STAGE 2 — APPROVED: ARRANGE DELIVERY

• Pass approved orders to the warehouse/fulfillment team or courier partner for dispatch without delay.
• Double-check address and contact details are accurate before sending to the dispatch team.
• Immediately keep customer updated about issue raised by dispatch team such as stock-outs, pricing errors, or fulfillment delays where necessary.

STAGE 3 — DISPATCHED: TRACK & FOLLOW UP ON DELIVERY

• Monitor dispatched orders and proactively follow up with the courier/rider on any delivery running behind schedule.
• Call or message customers to confirm or adjust the delivery window when needed.
• Once delivery is failed or in return status, follow up and verify the reason it has failed. Advise on the next action on time (redelivery, refund, restock).

STAGE 4 — DELIVERED: AFTER-SALES & ORDER COMPLETION

• Contact the customer after delivery to confirm they received the correct item in good condition and are satisfied.
• Resolve straightforward complaints (wrong item, damage, missing item) directly, and escalate anything you cannot resolve.
• Record customer feedback / satisfaction rating in the CRM.

ONGOING RESPONSIBILITIES (EVERY STAGE)

• Keep every order record in the CRM accurate and updated in real time — the CRM is the single source of truth for the business.
• Communicate professionally and in a friendly, on-brand manner on every call, message, and follow-up.
• Escalate recurring product, delivery, or courier problems to management promptly.
• Meet the daily/weekly call-volume, order-handling, and quality targets set out in the KPI Framework.
• Attend daily briefings and training on new products, promotions, scripts, and process changes.

• Degree or Diploma in Business, Sales and marketing, Communication or any other related field.
• Prior call center, telesales, or customer service experience preferred.
• Excellent spoken and written communication in English  and Swahili.
• Comfortable using a CRM system, smartphone, and basic computer applications.
• Highly organized, able to manage a large, fast-moving volume of orders without losing accuracy.
• Patient, persuasive, and resilient — comfortable with rejection and difficult customers.
• Strong attention to detail, especially with names, phone numbers, addresses, and order details.
• Self-driven and target-oriented, with the flexibility to thrive in a fast-scaling startup environment.

• The company CRM / order pipeline (New → Approved → Dispatched → Delivered → Completed).
• Phone dialer, WhatsApp Business, and/or SMS for customer contact.
• Courier / delivery partner tracking platforms.
• The KPI performance tracker used to review your results.

Monday-Friday, 8:00 AM – 5:00 PM
Saturday, , 8:00 AM – 1:00 PM

Your performance is measured against the company's KPI Framework, covering order confirmation rate, delivery success rate, productivity, CRM data accuracy, and customer satisfaction. Results are reviewed weekly and formally scored monthly. Strong, consistent performance is the basis for bonuses, pay progression, and priority consideration for team lead and other growth roles as the company scales its call center team.

• Treat all customer data (phone numbers, addresses, payment details) as strictly confidential.
• Follow approved call scripts and company guidelines at all times.
• Never falsify CRM records, call outcomes, or delivery statuses — this is grounds for immediate disciplinary action.

Payment Plan

Retainer – 25000
Commission if KPIs Target are hit
Meet Exception -Sh 4000
Exceed Exception - Sh 8000