1. Primary Mission

To ensure all customer inquiries, quotations, debtor follow-ups, visitor management, order documentation and administrative records are handled accurately and promptly, allowing management to focus on growing the business.

2. Key Responsibilities

A. Reception & Front Office

•      Welcome visitors and direct them appropriately

•      Receive incoming calls and transfer them as necessary

•      Maintain visitor records

•      Ensure reception and meeting areas remain presentable

•      Receive and distribute incoming correspondence

B. Customer Service

•      Respond to WhatsApp inquiries

•      Respond to website inquiries

•      Respond to social media inquiries assigned to administration

•      Provide approved pricing

•      Prepare and issue quotations using approved price lists

•      Escalate technical inquiries and non-standard requests

C. Order Administration

•      Record customer orders

•      Maintain order register

•      Prepare delivery notes

•      Maintain delivery note records

•      Follow up outstanding documentation

D. Debtor Follow-Up

•      Maintain debtor tracking register

•      Contact customers before payment due dates

•      Follow up overdue balances

•      Escalate overdue accounts to management

•      Maintain collection records

E. Filing & Records

•      Maintain customer files

•      Maintain supplier files

•      Maintain employee records

•      Maintain quotation records

•      Maintain delivery note records

•      Maintain correspondence records

F. Office Administration

•      Monitor office supplies

•      Raise requisitions

•      Coordinate service providers

•      Maintain administrative records

3. Qualifications & Experience

Required:

•      Diploma or Certificate in Business Administration, Office Administration, Secretarial Studies, or related field

•      Zero to two years' relevant office administration experience

•      Proficient in Microsoft Office (Word, Excel, Outlook) and WhatsApp Business

•      Strong written and spoken English and Kiswahili

•      Basic awareness of invoicing, debtor follow-up, and customer communication

Desirable:

•      Familiarity with QuickBooks or similar accounting tool

•      Prior experience in a manufacturing or distribution environment

•      Customer service training or certification

4. Key Competencies & Behaviours

•      Customer-first attitude — warm, professional, attentive to every caller and visitor

•      Highly organised and detail-oriented — juggles multiple tasks without dropping balls

•      Strong communicator — clear, polite, and confident on phone, email, WhatsApp and in person

•      Initiative — owns routine tasks without being prompted

•      Discreet and trustworthy — handles confidential customer, debtor and company information appropriately

•      Punctual and reliable — sets the example for attendance and timekeeping

•      Calm under pressure — handles busy days and difficult customers gracefully