About Regency Enterprises

Regency Enterprises owns and operates a chain of twenty-four petrol stations and three truck stops along the Northern Corridor route between Mombasa and Malaba. The company also runs a lubricants distribution business and a small fleet of fuel tankers that supply remote depots. Founded in 1997, Regency Enterprises is an authorised dealer of a major oil marketer and employs 320 staff across its retail and distribution operations. The company's truck stops provide secure parking, showers, and meals for long-distance truck drivers and are open twenty-four hours a day.

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:

Diploma in a relevant field from a recognised institution
Minimum 1 year of working experience in a similar role
Good written and verbal communication skills in English and Kiswahili
Proficiency in Microsoft Office Suite
Self-motivated with a positive attitude and willingness to learn
Ability to work under pressure and meet deadlines
Must be a Kenyan citizen aged 21 years or above

If you meet the above qualifications and are interested in this opportunity, send your updated CV and a brief cover letter explaining why you are a good fit for the role. Shortlisted candidates will be contacted within two weeks of the application deadline. Regency Enterprises is an equal opportunity employer and does not charge any fees at any stage of the recruitment process.