Customer Service Agent - Courier Industry

My Client is seeking a professional and dedicated Customer Service Agent to join thier courier company on a contract basis. The successful candidate will serve as the first point of contact for customers, handling inquiries, resolving issues, and ensuring a seamless delivery experience. This role demands excellent communication skills, attention to detail, and a customer-first mindset. Key Responsibilities: Handle incoming calls, emails, and live chats from customers regarding deliveries, pickups, tracking, and general inquiries. Provide accurate information regarding parcel status, delivery timelines, and courier services. Process bookings, re-delivery requests, and complaints efficiently and empathetically. Liaise with dispatchers, drivers, and warehouse teams to resolve delivery-related issues. Log and track customer queries using CRM or ticketing systems. Follow up with customers to ensure resolution and satisfaction. Escalate unresolved issues to the appropriate departments or supervisors. Maintain up-to-date knowledge of company products, services, and policies. Ensure compliance with company procedures and service-level agreements (SLAs). Qualifications and Skills: High school diploma or equivalent; a diploma/degree in a related field is a plus. Proven experience in a customer service role, preferably in logistics or courier services. Strong verbal and written communication skills. Ability to multitask and manage time effectively in a fast-paced environment. Proficiency with computers and customer service software (e.g., CRM systems). Patience, empathy, and a positive attitude. Problem-solving skills and attention to detail. Ability to work independently and as part of a team. Flexibility to work shifts, weekends, or holidays as needed.

Location: Western Cape, Western Cape, ZA

Posted Date: 7/10/2025