• Act as the primary point of contact for escalated customer inquiries or complaints, including concerns related to delayed, misplaced, or damaged shipments, and pending documentation.

• Work closely with other department in operations, and warehouse to identify the root causes of issues and implement corrective actions to prevent recurrence.

• Provide tailored solutions to complex challenges, maintaining a client-first approach and ensuring that customer satisfaction remains a top priority.

• Proactively identify recurring issues or patterns and collaborate with relevant teams to suggest and implement process improvements that enhance efficiency and customer experience.

• Maintain precise and organized records of escalated cases, resolutions, and follow-up actions, ensuring all documentation is easily accessible for future reference.

• Work seamlessly with other departments to ensure a smooth and consistent service delivery, promoting a cohesive and efficient work environment.

• Regularly provide insights and feedback on customer care processes to help refine and enhance the overall customer experience strategy.

• Assist with any other duties or projects as assigned by the reporting officer.

Requirements:

• Minimally 2 years of customer service experience
• Team-player
• Clear and effective communication skills
• Call-centre experience is an added advantage