Customer Service Agent

JOB PURPOSE

The Customer Service Agent is responsible for providing professional, efficient and customer-focused support to Spidex Express customers through telephone, email, WhatsApp, chat and other approved communication channels.

The position is responsible for assisting customers with parcel enquiries, delivery updates, tracking requests, delivery exceptions, complaints, collections, account-related queries and general courier-service information.

The Customer Service Agent must ensure that every customer interaction is handled professionally, accurately

KEY RESPONSIBILITIES

Customer Service

• Answer incoming customer calls promptly and professionally.

• Respond to customer enquiries through approved communication channels.

• Provide accurate information regarding Spidex Express services.

• Assist customers with parcel tracking and delivery-status enquiries.

• Provide customers with relevant delivery and collection information.

• Explain procedures, service options and estimated delivery information.

• Maintain a professional, friendly and helpful attitude at all times.

• Identify customer needs and provide appropriate solutions.

• Escalate matters that cannot be resolved at agent level.

Parcel and Delivery Enquiries

• Assist customers with tracking and tracing parcels.

• Investigate delivery delays and exceptions.

• Assist with queries relating to failed deliveries.

• Record and follow up on missing, delayed or incorrectly delivered parcels.

• Liaise with Operations, Drivers, Branches and other relevant departments regarding customer queries.

• Provide customers with updates obtained from internal operational systems.

• Follow up outstanding customer queries until resolution where required.

• Escalate urgent or high-risk delivery issues to the relevant supervisor.

Complaints Management

• Receive and professionally handle customer complaints.

• Remain calm and respectful when dealing with difficult or dissatisfied customers.

• Listen carefully and establish the facts of the complaint.

• Record complaints accurately on the relevant system.

• Attempt to resolve complaints within the authority provided.

• Escalate unresolved complaints according to company procedures.

• Follow up on outstanding complaints where required.

• Maintain accurate complaint records.

Contact Centre Operations

• Maintain the required agent status and availability during working hours.

• Handle inbound calls according to contact-centre procedures.

• Make outbound calls when required, including delivery notifications, parcel exceptions and customer follow-ups.

• Use approved call scripts and procedures where applicable.

• Perform customer verification before releasing confidential information.

• Record customer interactions accurately on the CRM/contact-centre system.

• Complete all required call notes and disposition codes.

• Maintain acceptable call handling and response times.

• Adhere to contact-centre schedules, breaks and attendance requirements.

Customer Communication

• Communicate clearly and professionally with customers.

• Use appropriate language and tone when communicating with customers.

• Provide accurate information without making unauthorised commitments.

• Avoid arguments or confrontational behaviour with customers.

• Demonstrate empathy when dealing with customer problems.

• Protect confidential customer and company information.

• Maintain professionalism across telephone, email, WhatsApp and other communication platforms.

CRM and System Administration

• Capture customer information accurately.

• Update customer records where authorised.

• Record all relevant customer interactions.

• Create and update customer cases/tickets.

• Assign cases to the appropriate department where necessary.

• Monitor outstanding cases and follow up within required timeframes.

• Ensure customer records are complete and accurate.

• Use company systems responsibly and only for authorised business purposes.

Internal Coordination

• Work closely with Operations, Dispatch, Drivers/Riders, Branches, Warehouse, Fleet, Sales, Finance, Customer Service Supervisors and Management.

• Ensure relevant information is communicated to the correct department to facilitate quick resolution of customer issues.

QUALIFICATIONS

• Minimum: Grade 12 / National Senior Certificate.

• Good written and verbal communication skills.

• Basic computer literacy.

• Advantageous: Customer Service, Contact Centre, Administration, Logistics/Supply Chain/Transport qualifications or CRM/contact-centre training.

EXPERIENCE

• Minimum: 1–2 years’ experience in customer service, contact centre, call centre.

• Advantageous: Courier/logistics, CRM, complaints, parcel tracking, WhatsApp Business, email and online customer-service experience.

SKILLS AND COMPETENCIES

• Excellent verbal and written communication; active listening; customer-service orientation; patience and empathy; problem-solving; conflict resolution; telephone etiquette; computer literacy; Microsoft Office; CRM/contact-centre systems; accurate data capture; attention to detail; multitasking; pressure management; time management; teamwork; reliability; professional conduct; honesty and integrity; ability to deal with difficult customers professionally.

1. Stable full-time position with basic salary + performance bonus.

2. Standard official holidays and leave benefits according to local labour rules.

3. Friendly office environment, stable team and clear job responsibilities.

4. Complete training and long-term development opportunity in an international logistics team

Please submit your updated CV to the recruitment email. ***email_hidden*** . Shortlisted candidates will be contacted for interviews promptly.