Customer Service Agent

SUMMARY:
Our client is seeking a Customer Service Agent to ensure that all customer queries are dealt within an efficient manner and provides a high level of service to promote the organisation’s products and services.
The incumbent has basic product knowledge and may be responsible for marketing the organisation’s products and cross-selling them in an effective manner.

POSITION INFO:
Capabilities and Competencies:

• Excellent ability to give attention to detail
• Ability to work accurately at a fast pace
• Good organising and prioritising skills
• Ability to work in a systematic, methodical and orderly manner to achieve goals on consistent basis
• Computer literate and efficient in MS Office
• Good Excel skills
• Ability to work well under pressure
• Good communication skills
• Excellent proficiency in English (read, write and speech)

• Manager discrepancy reports and advising clients of damaged cargo
• Follow up on third party deliveries
• Collections from Local/regional offices
• Problem deliveries, mailing accounts with futile trip charge
• Follow up on outstanding quotes
• Monitor/update customers on special shipments
• Know truck arrival times for all branches daily
• Response time to queries must be within 30 minutes
• Daily reporting on unresolved issues to management and any written complaints received
• Forward possible leads to relevant salesperson in respective regions as well as quotes done for non-account clients
• Run delivery reports by customer as and when required by management
• Assist with data capturing and pod capturing as and when needed
• Obtain daily floor check report from operations and add notes to Parcel Perfect
• Arrange and follow up with agent collections
• Obtain pods from agents from their websites

• Senior certificate (NQF 4)
• Driver’s License and own transport (essential)
• 2-3 years’ experience in a similar role
• Experience in the Logistics (Advantageous)
• Familiar with Parcel Perfect systems.
• Willing to work overtime – be available after business hours and during weekends when required.