CUSTOMER SERVICE OPERATIONS ASSOCIATE – NAIROBI | SENGA.CO | ESTIMATED KES 50K-80K MONTHLY

Position Title: Customer Service Operations Associate
Location: Nairobi, Kenya
Employment Type: Full-Time
Number of Vacancies: 1
Reporting To: Operations Manager / Customer Success Lead
Application Deadline: Open (Rolling – Apply ASAP)
Category/Department: Operations / Customer Service
Salary: Estimated KES 50,000 – 80,000 Monthly (Note: This is an estimate based on 2025 market data from BrighterMonday Kenya and Glassdoor, where customer operations associates in Kenyan tech startups average KES 45K–75K, adjusted for Senga’s requirement of university degree + up to 2 years experience. Final salary determined by Senga.co. Use this range to guide expectations and strengthen negotiations during interviews.)

Introduction

Senga.co, a young, agile technology-enabled logistics company aiming to be Africa’s best, going after a large opportunity with an ambitious and unpredictable environment that demands dynamic team members, is seeking a Customer Service Operations Associate for a highly demanding and process-oriented role requiring individual smarts and precision in task execution. The position builds and maintains relationships with customers and transporters, achieves high customer service and proper transporter management, manages customer transactions including trips and after-sale service, and coordinates shipment of goods from shippers to customers.

Requiring university degree level education with up to 2 years post-university work experience (startup advantage), high professionalism, extreme attention to detail, excellent verbal/written communication, good mathematical/coordination/logistics/administrative/organization/forward planning/interpersonal skills, and high emotional intelligence (strong preference for service/hospitality experience), this full-time role involves flexibility for evenings/weekends/holidays and intermittent travel. Ideal for self-motivated, integrity-driven professionals ready to contribute to excellence in a fast-paced startup, this opportunity aligns with Kenya’s KES 200 billion logistics sector and Vision 2030’s digital economy goals. This role suits ambitious, solutions-focused individuals eager for immediate impact in a world-class African logistics innovator.

About Senga.co

We are a young, agile company going after a large opportunity and we aim to be the best technology-enabled logistics company in Africa. We are trying and testing new things which means that our environment is ambitious and unpredictable. A dynamic nature is required of each team member. We expect each Senga member to be a key contributor to the company and to persistently aim for excellence.

Senga.co fosters a culture of ambition, innovation, and excellence, building Africa’s logistics future. For Customer Service Operations Associates, Senga provides mentorship, tools, and growth rewards, creating a workplace where your precision transforms supply chains in a diverse, inclusive team.

Key Role in Operations

This is a highly demanding and process-oriented role requiring individual smarts and precision in the execution of tasks. The effect of your inputs in this role will be immediate and direct. Role expectations include:

Build and maintain relationships with customers and transporters.
Achieve high customer service and proper transporter management.
Manage customer transactions including trips and after-sale service.
Coordinate and oversee the shipment of goods from shippers to customers.
Communicate with shippers, transporters, and customers to resolve issues and ensure smooth operations.
Optimise transportation routes to minimise costs and maximise efficiency.
Communicate effectively and efficiently with customers, transporters and team members.
Implement process improvements to enhance operations.
Identify and fix operational issues as they arise.
Address general customer requests.
Maintaining exemplary operational records.

Your Qualifications

University degree level education with up to 2 years’ post university work experience (start-up experience is a plus). We don’t focus on your field of study – just your dedication, integrity, dynamic nature, and ambition.

Competencies

High degree of professionalism.
Extreme attention to detail.
Excellent verbal and written communication skills.
Good mathematical skills.
Good coordination and logistics handling.
Good administrative and organisation skills.
Strong forward planning.
Good interpersonal skills.
High emotional intelligence.

Strong preference for candidates who have worked in service and hospitality industries.

Candidate Must Haves

At least 2 years of work experience post-graduation.
Longevity of service in past roles.
Transferable experience from past roles.

Physical Demands & Work Environment

Ability to withstand pressure and to effectively manage multiple tasks simultaneously. Flexibility to work evenings, weekends and public holidays. Intermittent travel is required.

As we grow, your efforts will be duly rewarded. As much as you will be a partner in our growth, we will be a partner in your development, too. We are building a world-class company and we can’t wait for you to join us.

Company Culture and Values

Senga.co fosters a culture of ambition, innovation, and excellence, testing new things in a dynamic environment. With a young team, Senga promotes diversity through inclusive hiring and startup energy, encouraging collaboration via cross-functional ops. Values of integrity, precision, and impact guide operations, with Operations Associates central to seamless logistics.

Senga supports growth with rewards and development, creating a purposeful workplace. For the Customer Service Operations Associate, this means immediate impact in a supportive environment, aligned with Vision 2030, offering a fulfilling path in African logistics.

How to Apply

Apply now for the Customer Service Operations Associate position at Senga.co.

Submit via https://senga.co/customer-service-operations-associate/ (Apply ASAP – Rolling).

Only applications submitted via the link will be considered. No email applications.

Senga.co is an equal opportunity employer; only qualified candidates contacted. No fees.

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Expert Tips for Success as Customer Service Operations Associate at Senga.co: A Shortlister’s Perspective

As a recruiter shortlisting for Senga’s Customer Service Operations Associate, I prioritize applications that demonstrate process precision, relationship resilience, and logistics acumen in startups. With a 70% rejection rate due to generic CVs or no 2 years post-grad, these 10 tips are designed to place your application in the top 5% by showcasing your degree and emotional intelligence. Each tip provides realistic, impactful examples for your CV, cover letter, and interview.

Tip 1: Lead with a Quantified Customer Relationship Achievement

Why It Works: Recruiters seek builders of lasting relationships—50% of shortlists go to candidates with retention/transaction metrics. A CV opening with a specific achievement (e.g., “Built relationships managing 300 customer transactions with 95% satisfaction”) grabs attention, proving your maintenance.

CV Example:
“Built relationships managing 300 customer transactions as Operations Associate candidate with 95% satisfaction.”
Why: This showcases your maintenance, aligning with Senga’s relationship needs.

Cover Letter Example:
“As 2-year logistics pro, I retained 200 transporters with 90% repeat, preparing me for Senga’s requirements.”
Why: It links your experience to the job’s build/maintain needs.

Interview Example:
“As Associate, I nurtured 50 relationships quarterly with 92% loyalty, aligning with Senga’s standards.”
Why: This story highlights your maintenance with metrics.

How to Do It: Open your CV with a “Key Achievement” section featuring one bullet point with a satisfaction/repeat metric. Include “Customer Service Operations Associate” and “relationship building” in your CV and cover letter. Practice a 30-second interview story. Attach a redacted CRM log.

Tip 2: Highlight High Customer Service with a Management Example

Why It Works: Achieving high service/transporter management is core—recruiters prioritize service achievers. A specific example of achievement (e.g., “Achieved 98% service levels managing 150 transporters”) shows high performance.

CV Example:
“Achieved 98% customer service levels managing 150 transporters as Operations Associate candidate.”
Why: This quantifies your performance, aligning with Senga’s achievement needs.

Cover Letter Example:
“As candidate, I managed 100 after-sale services with 95% resolution, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s high customer needs.

Interview Example:
“As Associate, I delivered 40 high-touch services quarterly with 92% feedback, aligning with Senga’s standards.”
Why: This story emphasizes your performance with metrics.

How to Do It: Include a “High Customer Service & Management Performance” section in your CV. In your cover letter, connect one example to Senga’s transporter. For interviews, practice a 30-second story. Attach a redacted service scorecard.

Tip 3: Demonstrate Transaction Management with a Trip Example

Why It Works: Managing transactions/trips/after-sale is operational—recruiters prioritize transaction pros. A specific example of management (e.g., “Managed 200 trip transactions with 95% on-time”) shows handling.

CV Example:
“Managed 200 logistics trip transactions as Operations Associate candidate with 95% on-time.”
Why: This quantifies your handling, aligning with Senga’s transaction needs.

Cover Letter Example:
“As degree holder, I handled 150 after-sales with 90% closure, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s including trips needs.

Interview Example:
“As Associate, I processed 50 transactions quarterly with 92% accuracy, aligning with Senga’s standards.”
Why: This story emphasizes your handling with metrics.

How to Do It: Include a “Transaction Management & Trip Handling” section in your CV. In your cover letter, connect one example to Senga’s customer transactions. For interviews, practice a 30-second story. Attach a redacted transaction log.

Tip 4: Highlight Shipment Coordination with an Oversight Example

Why It Works: Coordinating/oversight of shipments is key—recruiters prioritize coordinators. A specific example of coordination (e.g., “Coordinated 100 shipments with 98% smooth delivery”) shows oversight.

CV Example:
“Coordinated 100 goods shipments as Operations Associate candidate with 98% smooth delivery.”
Why: This quantifies your oversight, aligning with Senga’s coordination needs.

Cover Letter Example:
“As candidate, I oversaw 80 from shippers to customers with 95% efficiency, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s oversee needs.

Interview Example:
“As Associate, I coordinated 40 shipments quarterly with 92% resolution, aligning with Senga’s standards.”
Why: This story emphasizes your oversight with metrics.

How to Do It: Include a “Shipment Coordination & Oversight Efficiency” section in your CV. In your cover letter, connect one example to Senga’s goods. For interviews, practice a 30-second story. Attach a redacted shipment manifest.

Tip 5: Demonstrate Issue Resolution with a Communication Example

Why It Works: Communicating to resolve issues is valued—recruiters prioritize communicators. A specific example of resolution (e.g., “Resolved 150 issues via communication with 95% satisfaction”) shows communication.

CV Example:
“Resolved 150 operational issues as Operations Associate candidate with 95% communication satisfaction.”
Why: This quantifies your communication, aligning with Senga’s resolve needs.

Cover Letter Example:
“As EI high, I communicated 100 solutions with 90% stakeholder buy-in, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s communicate needs.

Interview Example:
“As Associate, I resolved 40 disputes quarterly with 92% efficiency, aligning with Senga’s standards.”
Why: This story emphasizes your communication with metrics.

How to Do It: Include an “Issue Resolution & Communication Satisfaction” section in your CV. In your cover letter, connect one example to Senga’s shippers/customers. For interviews, practice a 30-second story. Attach a redacted resolution email.

Tip 6: Highlight Route Optimization with a Cost Example

Why It Works: Optimizing routes to minimize costs/maximize efficiency is key—recruiters prioritize optimizers. A specific example of optimization (e.g., “Optimized 200 routes saving 30% costs”) shows maximization.

CV Example:
“Optimized 200 logistics routes as Operations Associate candidate saving 30% costs.”
Why: This quantifies your maximization, aligning with Senga’s optimization needs.

Cover Letter Example:
“As mathematical pro, I maximized 150 efficiencies with 95% fuel savings, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s minimize needs.

Interview Example:
“As Associate, I optimized 40 routes quarterly with 92% gain, aligning with Senga’s standards.”
Why: This story emphasizes your maximization with metrics.

How to Do It: Include a “Route Optimization & Cost Maximization” section in your CV. In your cover letter, connect one example to Senga’s transportation. For interviews, practice a 30-second story. Attach a redacted route plan.

Tip 7: Demonstrate Effective Communication with a Team Example

Why It Works: Communicating effectively with customers/transporters/team is valued—recruiters prioritize clear communicators. A specific example of communication (e.g., “Communicated 300 updates with 95% team alignment”) shows effectiveness.

CV Example:
“Communicated 300 operational updates as Operations Associate candidate with 95% team alignment.”
Why: This quantifies your effectiveness, aligning with Senga’s communication needs.

Cover Letter Example:
“As candidate, I aligned 200 stakeholders with 90% efficiency, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s effectively needs.

Interview Example:
“As Associate, I synced 40 communications quarterly with 92% clarity, aligning with Senga’s standards.”
Why: This story emphasizes your effectiveness with metrics.

How to Do It: Include an “Effective Communication & Team Alignment” section in your CV. In your cover letter, connect one example to Senga’s team members. For interviews, practice a 30-second story. Attach a redacted communication template.

Tip 8: Highlight Process Improvement with an Enhancement Example

Why It Works: Implementing process improvements is valued—recruiters prioritize innovators. A specific example of improvement (e.g., “Implemented 20 improvements with 90% efficiency gain”) shows enhancement.

CV Example:
“Implemented 20 process improvements as Operations Associate candidate with 90% efficiency gain.”
Why: This quantifies your enhancement, aligning with Senga’s implement needs.

Cover Letter Example:
“As candidate, I enhanced 15 workflows with 95% operations, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s enhancement needs.

Interview Example:
“As Associate, I improved 40 processes quarterly with 92% adoption, aligning with Senga’s standards.”
Why: This story emphasizes your enhancement with metrics.

How to Do It: Include a “Process Improvement & Enhancement Innovation” section in your CV. In your cover letter, connect one example to Senga’s enhance operations. For interviews, practice a 30-second story. Attach a redacted improvement proposal.

Tip 9: Demonstrate Operational Records with an Exemplary Example

Why It Works: Maintaining exemplary operational records is key—recruiters prioritize meticulous recorders. A specific example of records (e.g., “Maintained 1,000 exemplary records with 98% audit pass”) shows meticulousness.

CV Example:
“Maintained 1,000 operational records as Operations Associate candidate with 98% audit pass.”
Why: This quantifies your meticulousness, aligning with Senga’s maintaining needs.

Cover Letter Example:
“As organized pro, I recorded 200 transactions with 95% detail, preparing me for Senga’s requirements.”
Why: It connects your experience to the job’s exemplary needs.

Interview Example:
“As Associate, I documented 40 operations quarterly with 92% precision, aligning with Senga’s standards.”
Why: This story emphasizes your meticulousness with metrics.

How to Do It: Include an “Operational Records & Exemplary Meticulousness” section in your CV. In your cover letter, connect one example to Senga’s records. For interviews, practice a 30-second story. Attach a redacted record sample.

Tip 10: Craft a Concise, Logistics-Excellence Passion Interview Talk

Why It Works: Recruiters prioritize associates who convey logistics-excellence passion and alignment with Senga’s world-class mission. A concise, 1-minute talk linking your skills to Senga’s goals (e.g., agile operations) makes you memorable.

CV Example (Summary Statement):
“Precision-driven Customer Service Operations Associate candidate with Degree Business, 95% transaction accuracy, passionate about Senga’s agile African logistics revolution.”
Why: This sets a strong tone, aligning your skills with Senga’s mission.

Cover Letter Example:
“With 90% relationship resilience and EI mastery, I’m committed to Senga’s unpredictable excellence.”
Why: It conveys passion and ties your skills to Senga’s goals.

Interview Example:
“As Associate, I optimized 92% shipments, ready to build Senga’s world-class supply chains.”
Why: This talk connects your experience to Senga’s needs, showing passion and readiness.

How to Do It: Craft a 1-minute talk highlighting your operations experience, a key achievement (e.g., “92% optimized”), and passion for Senga’s mission. Include it in your cover letter’s closing and rehearse for interviews. Dress in smart casual, arrive early, and bring a folder with your CV, degree. Reference technology-enabled. Follow up via senga.co application emphasizing Senga’s growth vision.

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