Customer Service Agent

Duties & 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.

Desired Experience & Qualification

• 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.
• 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.

Package & Remuneration

• Stable full-time position with basic salary + performance bonus.
• Standard official holidays and leave benefits according to local labour rules.
• Friendly office environment, stable team and clear job responsibilities.
• Complete training and long-term development opportunity in an international logistics team

Location: Tema

Salary: Attractive