Customer Service Agent

About the position

Ensures that all customer queries are dealt with in 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

REQUIREMENTS

• Senior certificate (NQF 4).
• South African citizen.
• Code B driver's license and own transport.
• 2 - 3 Years experience in a similar role.
• Experience in the Logistics industry will be an advantage.
• Familiar with the Parcel Perfect system.
• Willing to work overtime - be available after business hours and during weekends when required.

CAPABILITIES & 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 in order to achieve goals on a 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 (reading, writing and speech).

KEY PERFORMANCE INDICATORS

• Manage discrepancy reports and advise clients of damaged cargo.
• Follow up on third-party deliveries.
• Collections from Local/regional offices.
• Problem deliveries, mailing accounts with futile trip charges.
• 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 min.
• Daily reporting on unresolved issues to management and any written complaints received.
• Forward possible leads to relevant salespersons in respective regions as well as quotes done for non-account clients.
• Run delivery reports by customers as and when required by management.
• Assist with data capturing and pod capturing as and when needed.
• Obtain daily floor check reports from operations and add notes to Parcel Perfect
• Arrange and follow up with agent collections.
• Obtain pods from agents from their websites.

Desired Skills:

• Call Center Services
• Call centre
• Logistics

About The Employer:

Having established ourselves in the market place as a reliable Overnight Express Operator, known for good communication levels with clients and delivering consistency on time, every time, we decided to re-enter the arena and fill the gap for larger express freight consolidations up to 12 000 kg's per truck. The big advantage for clients is that we depart every night to both Johannesburg and Cape Town via Bloemfontein.