Customer Service Agent at G4S

About the job

Reporting to the Team Leader – Customer Service, the Customer Service Agent is responsible for attending to and ensuring effective and prompt handling of customer’s inquiries, problems solving and other matters relating to Courier Service.

Responsibilities:

• Handle all customers inquiries/complains/ Value Added Desks
• Book appointments for customer relationship visits within the sales Territory allocated
• Reconcile all shipments records for the assigned set of customers with daily, weekly, monthly updates and reports
• Ensure full compliance of courier processes and procedures and reports in writing all violations on time to the Team Leader compliance
• Maintain a record of all enquiries, complaints and respective follow-ups with customers
• Keep an up to date call log with up to date tracked actions to close on all enquiries complaints, bookings within the set Service Level Agreements
• Escalate and make follow-up until closure of all open logs
• Submit a daily, weekly and monthly report as per agreed report formats
• Book and follow up shipments delivery and collection of all bookings directed to his/her desk
• Ensures safety first policy is observed always at the work station

Knowledge and Qualifications

• Minimum High School Education Pass (KCPE Grade C+ and above)
• Diploma in Business studies
• Certificate in Customer service

Experience

• Minimum 3 years in Customer Service management

Technical Skills

• Excellent communication and presentation skills
• Eloquent and good expression in English and Swahili
• Deep understanding of value drivers in recurring revenue business models
• Must be able to work under pressure and for long hours
• Strong empathy for customers AND passion for revenue and growth

Behavioral Skills – Support

• Understanding the organizational environment
• Understanding the organization’s goals and objectives
• Dealing with changing circumstances
• Supporting and working with others
• Delivering objectives
• Dealing with complexity
• Acting professionally
• Deliver great customer service

Sharing and co-operating

• Behavioural Skills – Management
• Awareness of the marketing environment
• Delivering performance
• Working with complexity
• Managing professionally
• Customer focused
• Collaborating and Co-operating