Customer Service Agent

Purpose:

A logistics company is seeking a Customer Service Agent who is responsible to provide professional customer service and operational support to clients within the logistics and transport environment, ensuring that customer queries, collections, deliveries and service-related matters are handled efficiently. The successful candidate will be responsible for maintaining strong relationships with existing clients and identifying opportunities to grow business within the current client base

Key Job Outputs:

• Manage day-to-day communication with existing clients regarding logistics, collections, deliveries and related services
• Handle customer queries, complaints and escalations and ensure appropriate solutions are provided
• Liaise with clients and internal operational teams to coordinate collections, deliveries and transport requirements
• Monitor and follow up on urgent, delayed or problem shipments and provide clients with feedback and alternative arrangements where required
• Understand client requirements and recommend appropriate transport and logistics solutions
• Build and maintain strong relationships with existing clients to support customer retention and business growth
• Identify opportunities to increase business through existing clients and promote additional services where appropriate
• Prepare and provide quotations to clients and follow up on opportunities
• Assist clients with service information, pricing, turnaround times and available transport options
• Maintain accurate client records, service information and relevant documentation
• Monitor service levels and ensure that client requirements are attended to within agreed turnaround times
• Liaise with relevant internal departments to resolve service-related issues and ensure effective delivery of client requirements
• Follow up on outstanding information or documentation required to complete collections, deliveries or client requests
• Assist with tracking and tracing of shipments and provide clients with accurate updates
• Maintain professional communication with clients at all times
• Contribute to customer retention, service quality and growth of the existing client base

Core Competencies:

• Strong customer service and client relationship management skills
• Logistics and transport industry knowledge
• Understanding of courier, freight or road transport operations
• Understanding of collections and deliveries
• Knowledge of different types of cargo and transport requirements
• Ability to understand client requirements and recommend suitable solutions
• Strong communication and interpersonal skills
• Problem-solving and complaint-resolution skills
• Ability to work under pressure in a fast-paced environment
• Strong organisational and administrative skills
• Attention to detail and accurate record keeping
• Negotiation and persuasion skills
• Sales and upselling ability
• Ability to build and maintain long-term client relationships
• Good telephone and email communication skills
• Computer literacy

Qualifications:

• Grade 12 / National Senior Certificate
• Relevant qualification in Logistics, Transport, Supply Chain, Business Administration or related field will be advantageous

Experience:

• 2–4 years’ experience in customer service, client relations or account management within the logistics, courier, freight forwarding, transport or related industry
• Experience dealing with collections, deliveries and transport-related client queries
• Experience handling customer complaints and service escalations
• Experience with quotations, pricing and client follow-ups
• Experience working with existing clients and identifying opportunities for additional business
• Exposure to different types of cargo, loads and transport requirements
• Experience in a target-driven or commission-based environment will be advantageous

Salary: Market related

Should you not hear from us within 2 weeks, kindly consider your application as unsuccessful.

All personal information received will be processed in accordance with The Protection of Personal Information Act No. 4 OF 2013