Contact Center Executive

SUMMARY:
We are seeking a dynamic and experienced Customer Service Representative with a strong background in express logistics. The ideal candidate must have hands-on experience in managing time-sensitive shipments, resolving express delivery issues, and providing customer support in a fast-paced environment

POSITION INFO:

Key Responsibilities

Handle incoming phone calls

Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams

Communicates customer inquiries/messages/feedback to relevant team members

Tracking of customer or branch parcels

Taking collections

Pulling hardcopy POD’s

Faxing, calling and/or e-mailing to clients or branches

Sending invoices with POD’s to various branches

Advising customers of services and general information regarding operational procedures

Being able to fully understand and take quotes

Arrange special trips

Courtesy calls to customers – Late freight and/or customer update

Provide satisfactory service to customers

Typical Queries - Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details

Minimum Requirements

Minimum requirement is a Matric (Grade 12) qualification and/or similar
qualification or experience

2-years customer service experience

Must have at least 1-year experience in the Logistics Industry

Strong communication skills – Excellent command of the English language

Customer Centric Personality

Computer Proficiency

Competencies & Skills

Integrity

Problem Solving

Planning and organising

Build and maintain relationships

Customer Focus

Communication - Written & Verbal

Telephone handling skills

Multi-Tasking

Teamwork