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Courier Call Center Agents required urgently: Salary R8 000 per month

Courier Call Center Agents required urgently: Salary R8 000 per month

City of Johannesburg, Gauteng
R8 000 a month

Duties Responsibilities:

Attend to all Express Customers phone calls, queries and enquiries promptly and professionally
Acknowledge queries, Global Cases and email requests within 45 minutes of receipt
Logging Global Cases, follow up and ensure speedy resolution within prescribed SLA timelines
Resolve customer requests by taking ownership of calls and emails received
Continued follow-ups on existing queries until resolved
Where needed, consult with Commercial Teams, Operations Teams or other Customer Service Teams to find resolve in the quickest possible time frame
Communicate customer inquiries messages feedback to relevant team members
Tracking of customer Express shipments
Monitoring of all exports shipments from South Africa
Monitor Key Accounts, where applicable, as allocated and treat all requests as priority
Ensure Key Account Monitoring reports are compiled professionally, are checked for accuracy and sent to customers by agreed time without fail
Conduct investigations on service delivery failures, refer findings to the relevant manager and give feedback where and when required
Identifying service delivery gaps and highlight these to the relevant department, branch and or international office partner
Take ownership of and or refer clearance queries to the Airport office ISD team for imports into South Africa
Offer support to all stations in South Africa on Express product-related matters CS, Commercial, etc.
Handle customer complaints personally until resolved
Retrieve hardcopy PODs and update InfoAxis where and when necessary Express
Faxing, calling and or emailing clients or branches promptly and professionally at all times
Advise customers of service options, general import and export information, operational procedures, etc.
Generate quotes for Express shipments and offering insurance when the value exceed R3000 when exporting

Arrange special trips when required
Obtain confirmation and arrange Free Domicile DDP shipments as per procedure
Handle of Repair and Return shipments DA65
Courtesy calls as and when required regarding Late freight and or customer updates and follow-ups
Provide a professional, world-class service to customers at all times
Handle escalated queries from branches, agents, clients, and international offices partners promptly and professionally
Full resolution of all queries in the most efficient time Express
Investigate lost damaged shipments and provide the necessary documentation within the required timeframe to ensure compensation can be arranged timeously
Global Case SLA Attempt to resolve GC queries in the quickest possible time to ensure customers are not unduly inconvenienced
Build effective and positive relationships with all stakeholders including but not limited to international offices, internal contacts, partners and internal contacts
Be a Customer Care Ambassador with the Customers Experience a priority.

Desired Experience Qualification:

Minimum requirement is a Matric Grade 12 qualification
Minimum 3 years Call Center and or Account Monitoring experience, ideally in a Courier Express environment
International shipping experience Import and Export
Excellent communication skills and command of the English language
High Emotional Intelligence and the ability to work in a pressured environment
Above average ability to analyze and problem solve
Organized and able to prioritize tasks
Strong geographical and time zone knowledge
Customer-Centric Personality and approach
Above average computer proficiency knowledge Excel, Word, Powerpoint, and Email
Must be flexible and available to work overtime weekends when required
Package Remuneration

R8k R10k pm. Apply Now

Source: ijobs