Call centre agent

Position : Call Centre Agent / Customer Service Representative

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 companys 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.

Qualifications and Skills :