CALL CENTRE AGENTS (2 POSITIONS)

Company: ICYPEED LOGISTICS

Location: Lusaka

Job Purpose

ICYPEED LOGISTICS is seeking two (2) motivated and customer-focused Call Centre Agents to join our team. The successful candidates will be responsible for handling customer inquiries, tracking shipments, resolving complaints, and ensuring efficient communication between clients and operations to enhance customer satisfaction.

Key Responsibilities

Receive and manage inbound and outbound customer calls in a professional manner
Respond to customer inquiries regarding shipments, deliveries, delays, and pricing
Track consignments and provide accurate updates to clients
Record customer interactions and maintain proper documentation
Handle customer complaints and escalate complex issues where necessary
Coordinate with warehouse staff, drivers, and clearing agents for smooth service delivery
Follow up on customer requests and pending deliveries
Assist in processing bookings, orders, and service requests

Qualifications & Experience

Full Grade 12 Certificate
Diploma or Certificate in Customer Service, Business Administration, or a related field is an added advantage
Proven experience in a call centre or logistics environment will be an added advantage
Strong communication and interpersonal skills
Good computer skills (Microsoft Office and customer management systems)
Ability to work under pressure and handle multiple tasks

Required Skills & Competencies

Excellent customer service skills
Strong attention to detail
Good problem-solving abilities
Effective communication skills
Ability to work both independently and as part of a team
High level of professionalism and integrity

ICYPEED LOGISTICS

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CALL CENTRE AGENTS