Contact Centre Executive

SUMMARY:
Contact Centre Executive

POSITION INFO:

We’re looking for a customer-focused and detail-oriented Contact Centre Executive – Live Chat / ClickWay to join our team in Durban. The successful candidate will manage customer enquiries through live chat, ensure prompt responses within Service Level Agreements (SLAs), and provide professional, accurate and timely assistance.

The ideal candidate must have excellent written communication skills, strong problem-solving abilities, and the ability to work effectively in a fast-paced, high-pressure environment while maintaining a positive customer experience.

Key Responsibilities

• Manage live chat and ClickWay customer enquiries promptly and professionally.

• Monitor unassigned requests and ensure first responses meet SLA requirements.

• Provide regular customer feedback and follow up until enquiries are resolved.

• Liaise with relevant departments, branches and courier agents to resolve customer queries.

• Track shipments, obtain proof of delivery and forward collection requests to the appropriate departments.

• Educate customers on courier services, operational procedures and self-service tools.

• Escalate complex enquiries to the relevant departments when necessary.

• Maintain accurate customer records and update CRM systems.

• Use appropriate tags for reporting and statistical purposes.

• Meet individual and team performance targets while maintaining high service standards.

• Support reporting requirements and manage operational costs responsibly.

• Comply with POPIA requirements and company policies regarding customer information and confidentiality.

• Work weekends and public holidays on a rotational basis when required.

Minimum Requirements

• Matric (Grade 12).

• Female Candidate

• At least one year of proven call centre experience, preferably in the courier industry.

• Excellent written and verbal English communication skills.

• Proficiency in Microsoft Office, including Word, Excel and email.

• Knowledge of Facebook, X (Twitter), Instagram and other relevant social media platforms.

• Import, export and customs knowledge will be advantageous.

• A customer-centric approach and the ability to perform under pressure.

Skills Required

• Excellent customer service and communication skills.

• Strong business writing and online communication skills.

• Problem-solving, analytical thinking and decision-making.

• Time management, organisation and prioritisation.

• Ability to multitask and meet deadlines and SLA targets.

• Emotional intelligence and stress tolerance.

• Relationship-building and interpersonal skills.

• Teamwork, collaboration and the ability to work independently.

• Attention to detail and accurate record-keeping.

• Social media proficiency and computer literacy.

• Results-driven attitude, integrity and a strong work ethic.