Positions:\u00a0 One (1) Customer Service Agent \u2013 Chingola, Solwezi, Lusaka
\n\u00a0
\nMain Purpose of Job and objective:
\nTo consistently exceed our customers\u2019 expectations and operational standards for on time delivery performance at an optimized cost and zero tolerance in Controllable loss, Damage and claims. Safe and secure timely handling of customers\u2019 goods, solving and possible discrepancies and informing the Customer Service Manager in order to achieve on time delivery in perfect conditions.
\n\u00a0
\nKey Job Responsibilities\/Accountabilities<\/p>\n
Ensure all enquiries or queries from all\u00a0 and clients and stakeholders are attended to in a timely manner and escalations done as per escalation matrix provided
\nEnsure all enquiries and queries from clients and stakeholders are effectively responded to within the shortest possible time
\nEnsure all phones are operational and that all team members are logged into the system by 07:45 every morning.
\nEnsure to escalate all phone related challenges to the IT Service Desk for quick resolution by 08:10 every morning.
\nEnsure the proactive tracing of shipments for all clients and stakeholders to monitor quality of service.
\nEnsure internal and external client and stakeholders are communicated to on daily basis to coordinate any needs with OPS, customer service, Admin and any other department with escalation to National Customer Service Supervisor.
\nTo drive growth of shipments and revenue from your station and our stakeholders through actively engaging them on product knowledge as may be assigned from time to time by the Line Manager.
\nEnsure to pick all incoming calls within three (3) rings.
\nBook pick-ups in the system.
\nEngage operations for closure of checkpoints and other stations for shipments from clients and stakeholders.
\nMonitor the reports from ops on recovery and push ops team for follow-ups of alternative transport by ops.
\nEnsure you submit your daily leads to leads champion at the end of each day for subsequent submission to the Sales Department.
\nEnsure to offer solution to our clients without going out of the company\u2019s code of conduct and within the rules and regulations of the Company.
\nEnsure to treat with as urgency and priority all other assigned responsibilities by the National Customer Service Supervisor.<\/p>\n
\u00a0
\nQualifications\/Experience:<\/p>\n
Grade 12 certificate
\nA strong and excellent knowledge of all facets of the courier\/ logistics industry business
\nResults oriented
\nDiploma in Public Relations\/Mass Communications\/ Business Administration or any related field
\nDegree in Mass communication\/ Public Relations<\/p>\n
\u00a0
\nSharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/recruitment@mercury.co.zm","_company_name":"Mercury Express Logistics","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-3106","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-zambia","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings\/3106","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/media?parent=3106"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job_listing_region?post=3106"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-types?post=3106"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}