You will respond to incoming customer messages via chat, phone calls, email and WhatsApp in a professional and courteous manner.
You will provide satisfactory solutions to customer inquiries, concerns, or issues.
You will create and follow up on tickets to ensure proper handling of customer requests.
You will escalate requests with courier partners to address customer requirements.
You will keep customer follow-up records up to date, including customer contact information, pickup tracking and open tickets.
You must have a thorough understanding of the customer’s current situation, primary couriers, rates, tickets and integrations they have used in order to provide service or resolve their issue.
You will develop strategies and solutions to address problems and incidents presented.
You will maintain regular communication with the Marketing, IT, Sales and Accounting departments to ensure clear communication and resolution of customer issues.

Technical/technologist degree and/or professional degree in administration, logistics, customer service or related fields.
Experience in customer support via chat, phone and ticket management.
Strong communication skills, active listening and problem-solving abilities.
Good spelling, grammar, writing and syntax.
Proficiency in Microsoft Office.

Customer Service Specialist

Key skills