Job Description

Our client, a recognized logistics business providing logistics solutions globally seeks to employ a Contact Center Agent / Executive (EE).

This position will be based in Port Elizabeth.

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
• Handle escalated queries from branches, agents and clients (Backline)Typical
• Queries - Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details
• Full resolution of escalated queries in the most efficient time.
• Ensuring relevant queries are logged for follow up. Relevant escalations and complaints.
• Follow up on outstanding queries logged.
• Monitoring and measuring own call quality for improvements.
• Ensuring a professional environment is maintained at all times with no excessive noise volumes or outbursts.

Minimum Requirements:

• Minimum requirement is a Matric (Grade 12) qualification
• Call centre experience
• Industry knowledge and international experience advantageous

Skills:

• Excellent communication skills
• Communication - Written & Verbal
• Customer Focus
• Problem solving
• Telephone handling skills
• Multi-Tasking

Please consider your application unsuccessful should you not receive a response within 2 weeks of applying.