Customer Service Coordinator at Vivo Energy

Customer Service Coordinator at Vivo Energy – Vivo Energy Kenya Job Details

About the Role

Vivo Energy is recruiting a Customer Service Coordinator to join its operations team in Kenya on a full-time basis. This role sits at the center of the Order-to-Cash process, where you’ll manage customer communications, process orders, resolve issues, and maintain service standards across retail, commercial, and lubricant accounts. You’ll report directly to the Customer Service management team and work to ensure every customer interaction meets company expectations.

The Customer Service Coordinator at Vivo Energy will balance multiple responsibilities—from handling inbound calls and managing orders to maintaining customer records and supporting retail automation initiatives. This is not a role where you’ll work in isolation; you’ll coordinate across departments to ensure orders flow smoothly, complaints are resolved promptly, and key customers receive the attention they need.

Key Responsibilities

• Handle inbound and outbound customer calls, responding to inquiries and updating customers on order status and service matters.
• Process orders through the full Order-to-Cash cycle for both domestic and export transactions, ensuring accuracy and timeliness at each stage.
• Support retail order pre-planning activities, including Merchandiser Planning Program (MPP) coordination and Customer Service Representative (CSR) duties.
• Manage the Ve Serve support platform, resolving technical issues and helping customers navigate the system.
• Oversee retail automation and consignment stocking programs, coordinating with field teams and maintaining inventory records.
• Conduct regular maintenance visits to retail, commercial, and lubricant customer sites, documenting site conditions and addressing operational concerns.
• Maintain and update customer master data records (MRD/MDG), ensuring all customer information remains current and accurate.
• Log, track, and resolve customer complaints and feedback through the Customer Satisfaction Index (CSI) system, implementing corrective actions where needed.
• Provide support to the Card Centre and assist customers with card-related transactions and inquiries.
• Support the helpdesk function, maintain business records, and provide ad hoc assistance to key customer accounts as requested.

Requirements & Qualifications

• Bachelor’s degree from a recognized university in any discipline.
• Minimum one year of proven experience working in a customer service role, handling inquiries, complaints, or order processing.
• Fluent and professional command of both English and Kiswahili, spoken and written.
• Demonstrated ability to manage multiple tasks simultaneously without compromising accuracy or service quality.
• Strong problem-solving skills, with a track record of resolving customer issues independently or escalating appropriately.
• Ability to work effectively as part of a team, contributing to shared goals and supporting colleagues across functions.

What to Expect

• A structured role with clear processes and systems; you’ll work with established tools like Ve Serve, MRD, and CSI platforms.
• Regular interaction with customers, internal teams, and field staff; strong communication skills will serve you well here.
• Opportunity to develop expertise in the fuel retail and lubricant sectors, understanding how orders flow from customer request through to delivery and payment.
• The Customer Service Coordinator at Vivo Energy position in Kenya is open to qualified candidates. Click Apply below to submit your application.