18 Oct
RTT
Cape Town
The responsible role of Customer Service Agent is to ensure that all deliveries are monitored timeously (according to the Customer SLA), and reports are submitted timeously with the relevant remarks/feedback to keep the Customer well informed/updated. Ensure Outputs are performed effectively and efficiently. Attend to the Customer’s needs/queries promptly, efficiently and in a professional manner. Promote an efficient and positive image for the company. Effectively analyse and communicate the Client’s requirements/anomalies and trends back to the BusinessUndelivered Report• Consignments monitored daily until current date. Liaise with National/Cross Border Branches to ensure all deliveries are achieved as per the SLA.
• Exceptions to be report on and actioned accordingly and when necessary, logged on Case Management (refer Query Type guidelines). • This report includes Collections - to be followed up on in the same manner as outbound deliveries, per the Customer SLA. Daily follow up on Problem Trips (outstanding PODs). • The above is to be communicated to Clients daily. Case Management• Deliveries not achieved within the Client SLA are to be logged on Case Management daily and updated until delivery is achieved.SLE Notes• Keeping SLE Notes updated with Client requests/Action taken/Operational requirements is critical to ensure accurate information and transparency to all with access on the system.Queries and phone calls• Attending to all email and telephonic queries and providing timely and accurate feedback to Internal and External Clients.Collections• Assist with logging of collections and ensure follow up and feedback to Client daily as part of the Undelivered Exception Report.Assisting Operations team• Assist Operations Team as and when required.Assisting Inhouse team. Assist Inhouse Team as and when required.Minimum:Grade 12 – Matric• Computer Literacy• 3-5 years' experience in Customer Service Required Knowledge:• Geographical knowledge• Company’s distribution network• Track Trace system Required Skills:• Effective communication•Build Client Rapport• Time Management• Analytical Ability• Initiative• Adaptability• Multitasking