1.Role Purpose
The purpose of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.

Key deliverables:
• Provide support customers
• Manage Couriers and Exception reporting;
• Identify opportunities to make improvements to customer experience;
• Provide technical support;
• Ensuring daily, weekly and monthly targets are achieved.

1. Qualifications Required
Essential
• Matric certificate or equivalent qualification.
Preferred
• Experience in Logistics, retail or ecommerce would be advantageous;
• Excellent computer literacy;
• Ability to effectively and professionally communicate;
• Performance driven and customer service orientated;
• Proactive thinking in identifying and resolving issues;
• Forward thinking and ability to handle challenging situations;
• Excellent understanding of the call centre environment and its vision;
• Exceptional team work skills;
• Exceptional problem solving skills;
• Planning and prioritization skills.

2. Experience Required
• Experience in Logistics would be advantageous;
• Excellent computer literacy;
• Ability to effectively and professionally communicate;
• Performance driven and customer service orientated;
• Proactive thinking in identifying and resolving issues;
• Forward thinking and ability to handle challenging situations;
• Excellent understanding of the call centre environment and its vision;
• Exceptional team work skills;
• Exceptional problem solving skills;
• Planning and prioritization skills.
• English, Afrikaans , Xhosa, Zulu and English

3. Behavioural Traits Required
• High degree of patience and assertiveness with excellent rapport-building skills;
• Show positive involvement in team activities;
• Willing to accept and learn from feedback;
• Takes pride in work, checking own for quality;
• Maintains effective Time Management.

4. Job-Related Knowledge, Competencies & Skills Required
Essential
• Customer service experience;
• Pro-active problem solving and decision-making skills;
• Interpersonal and communication skills;
• Time management, planning and organisational skills;
• Numeracy;
• Analytical thinking;
• Conflict resolution;
• Goal orientated;
• High stress tolerance;
• Team work;
• Adapt to change quickly, in a fast-paced environment;
• Confidence and creditability with the ability to articulate in a clear and concise manner;
• Above-average proficiency in written English and/or another South African Language;
• Proficiency in the following Microsoft packages (Word, Excel & Outlook);
• South African Citizenship.

5. Other Specific Requirements
• Availability to work rotational shifts.
• Clear Credit, Clear Criminal and Matric essential