Customer Service Agents Mercury Express Logistics

Your duties will include but not limited the following:

• Ensure all enquiries or queries from all  and clients and stakeholders are attended to in a timely manner and escalations done as per escalation matrix provided.
• Ensure all enquiries and queries from clients and stakeholders are effectively responded to within the shortest possible time.
• Ensure all phones are operational and that all team members are logged into the system by 07:45 every morning.
• Ensure to escalate all phone related challenges to the IT Service Desk for quick resolution by 08:10 every morning.
• Ensure the proactive tracing of shipments for all clients and stakeholders to monitor quality of service.
• Ensure internal and external client and stakeholders are communicated to on daily basis to coordinate any needs with OPS, customer service, Admin and any other department with escalation to Customer Service Manager.
• To drive growth of shipments and revenue from your station and our stakeholders through actively engaging them on product knowledge as may be assigned from time to time by the Line Manager.
• Ensure to pick all incoming calls within three (3) rings.
• Book pick-ups in the system.
• Engage operations for closure of checkpoints and other stations for shipments from clients and stakeholders.
• Monitor the reports from ops on recovery and push ops team for follow-ups of alternative transport by ops.
• Ensure you submit your daily leads to leads champion at the end of each day for subsequent submission to the Sales Department.
• Ensure to offer solution to our clients without going out of the company’s code of conduct and within the rules and regulations of the Company.
• Ensure to treat with as urgency and priority all other assigned responsibilities by the Customer Service Manager.

Skills required & personal attributes for the Role:

• Good interpersonal skills
• Good Oral and written Communication
• Good planning and organization
• Effective time management
• Team player and Self Leadership
• Analytical skills and creative innovation
• Pays attention to detail
• Should have the ability to multi-task
• Passion for Customer Service

Qualifications:

• Grade twelve certificate
• Diploma in Public Relations/ Business Administration or any added advantage of Sales/Logistics experience