Customer Service Representative
Media24
Cape Town, Western Cape
Permanent
Apply
Posted 13 January 2020 - Closing Date 24 January 2020

Job Details

Job Description

Customer Service Representative

Cape Town

 

Contract Logistics, a subsidiary of Media24 in Western Cape, currently requires the services of a Customer Service Representative

 

We seek to appoint a dynamic and energetic individual to assume responsibility as Customer Service Representative, reporting to the Customer Service Manager. The successful candidates will be based at their offices in Cape Town.

 

 

Key Responsibilities

 

  • CUSTOMER CONTACT

 

  • Inbound Queries Attend to all inbound customer related queries 
    Problem solve and coordinate solutions 
    Provide resolution or plan of action
    Maintain filling on ResolveIT
  • OUTBOUND - COURIER LEAD TIMES

 

  • Daily follow-up on parcels out of lead 
    Proactively monitor courier lead times to ensure that parcels are delivered within SLA 
    Daily overdue parcels report to Distribution and problem solve delays 
    Daily report of parcels due for delivery on the day and the following day to Distribution and problem solve delays 
  • OUTBOUND

 

  • Failed Deliveries Proactively manage "Failed deliveries" report 
    Courier related - follow-up and resolve with Distribution department Customer related - follow-up and problem solve with Primary Customer Contact Centre 
  • CUSTOMER COLLECTIONS

 

  • Daily follow-up on collections out of lead 
    proactively monitor courier lead times to ensure that parcels are collected and delivered within SLA 
    Detailed feedback on reason for delay, responsible department, action required
  • MANUAL COLLECTIONS

 

  • Raise relevant COLs (collections) or PDS (deliveries) on the day of receipt

 

 

Requirements

 

 

Required

Preferred

Qualification

Grade 12

 

Experience

2years + Previous administrative experience

2years + Previous customer service experience

Previous experience of ecommerce industry advantageous

Prior Knowledge

Proficient in relevant software packages and applications

SAP system experiences advantageous