Call centre agent - Cape Town

Position: Call Centre Agent / Customer Service Representative

To provide excellent customer service by handling inbound and outbound calls related to courier deliveries, tracking, complaints, and general inquiries, ensuring customer satisfaction and timely resolution of issues.

Key Responsibilities:

• Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints.
• Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues.
• Record and update customer information accurately in the companys CRM system.
• Provide clear and concise information to customers regarding services, policies, and procedures.
• Escalate complex issues to supervisors or relevant departments as needed.
• Process customer requests such as address changes, delivery rescheduling, or refunds.
• Maintain a courteous and helpful demeanor during all customer interactions.
• Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores.
• Assist in developing FAQs and scripts to improve service quality and consistency.

Qualifications and Skills:

• Previous experience in a call centre or customer service role preferred but not essential.
• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.
• Basic computer skills, including proficiency with CRM software and MS Office.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Patience, empathy, and a customer-focused attitude.
• Ability to work shifts, including evenings and weekends if required.