Customer Service Representative – M24 Logistics

M24 Logistics, a division of the Takealot Group is looking for a suitably qualified and experienced Customer Service Representative to join our Cape Town team. We are a renowned e-commerce logistics partner specialising in B2B and B2C warehousing and fulfilment solutions to the local and African markets. We offer market-related benefits, a great work environment, and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

This position will report to the Customer Service Manager.

Role overview

Responsible for resolving customer queries, meeting Service Level Agreements

(SLAs), compiling reports, and resolving complaints in a timely manner. Proficiency

in Customer Relationship Management (CRM) systems is essential.

The requirements for the role are:

? Matric. Additional qualifications in logistics, business administration, or a

related field are a plus.

Your responsibilities will include:

? Efficiently handle and resolve customer inquiries via phone, email, and other

communication channels.

? Ensure all queries are addressed promptly and accurately.

? Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.

? Prepare and compile various reports as requested by management.

? Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.

? Utilize CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.

? Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.

? Identify opportunities for process improvements and contribute to the development of best practices in customer service.

The required competencies are:

? Customer service etiquette.

? Attention to detail.

? Excellent communication skills, both written and verbal.

? Strong problem-solving skills and the ability to think on your feet.

? Proficiency in CRM systems and other relevant software.