About Horizon Logistics

Horizon Logistics is a last-mile delivery and e-commerce fulfilment company that operates in Nairobi, Mombasa, Kisumu, and Eldoret. Founded in 2018, the company handles over 15,000 parcels daily for online sellers, pharmacies, and grocery platforms. Horizon runs a fleet of 200 motorcycles, 40 vans, and three sortation hubs. The company has developed proprietary routing software that reduces delivery times by an average of thirty-five percent compared to industry norms. Horizon Logistics works with Jumia, Glovo, and over five hundred independent merchants.

What you will do:

You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.

Requirements:

Bachelor's degree or equivalent professional qualification in a related field
Minimum 3 years of proven experience in a similar position
Strong analytical, problem-solving, and decision-making abilities
Excellent organisational and time-management skills
Proficiency in relevant industry software and tools
Strong interpersonal skills with the ability to work across teams
Knowledge of industry standards, regulations, and best practices

Applications should include an updated CV, copies of relevant certificates, and contact details of three professional referees. Horizon Logistics offers a competitive remuneration package, medical cover, and opportunities for professional development. Only shortlisted candidates will be contacted.