Johannesburg: Call centre agent

Job Purpose: To provide excellent customer service by handling inbound and outbound calls related to courier deliveries, tracking, complaints, and general inquiries, ensuring customer satisfaction and timely resolution of issues . Key Responsibilities: Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints. Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues. Record and update customer information accurately in the company’s CRM system. Provide clear and concise information to customers regarding services, policies, and procedures. Escalate complex issues to supervisors or relevant departments as needed. Process customer requests such as address changes, delivery rescheduling, or refunds. Maintain a courteous and helpful demeanor during all customer interactions. Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores. Assist in developing FAQs and scripts to improve service quality and consistency.