Role overview

• In this role, you will be responsible for resolving customer queries, meeting Service Level Agreements (SLAs), compiling reports, and resolving complaints in a timely manner. Proficiency in Customer Relationship Management (CRM) systems is essential.

The requirements for the role are:

• Matric.
• Additional qualifications in logistics, business administration, or a related field are a plus.
• Minimum of 2 years of experience in a customer service role within a logistics environment.

Your responsibilities will include:

• Efficiently handle and resolve customer inquiries via phone, email, and other communication channels.
• Ensure all queries are addressed promptly and accurately.
• Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.
• Prepare and compile various reports as requested by management.
• Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.
• Utilise CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.
• Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.
• Identify opportunities for process improvements and contribute to the development of best practices in customer service.

The required competencies are:

• Order Capturing on SAP: Accurately capture and process orders on SAP, ensuring all details are correct and aligned with client expectations.
• Attention to Detail: High level of accuracy is essential to avoid processing errors and delays.
• Critical Thinking: Ability to assess situations, identify discrepancies, and apply sound judgment to resolve issues efficiently.
• Excel Proficiency: Must be confident working with multiple spreadsheets and have strong Excel skills (e.g., filtering, formulas, VLOOKUP, pivot tables).
• Thrives Under Pressure: Able to remain focused, organised, and efficient when working in high-pressure or fast-paced environments.
• Communication Skills: Clear and professional communication, both written and verbal, is essential when dealing with internal teams and clients.