Customer Service Representative

Job Summary:


We are seeking a customer-oriented and proactive Customer Service Representative to handle client interactions, manage parcel inquiries, resolve issues, and ensure an outstanding service experience. You will be the face of Ekesons Parcel Services Ltd, ensuring customers are informed, supported, and satisfied with our services.


Key Responsibilities:


Attend to customer inquiries, complaints, and feedback via phone, email, and in-person.
Provide accurate information regarding parcel tracking, shipment schedules, and delivery updates.
Process customer orders, returns, claims, and special requests efficiently.
Coordinate with dispatch and operations teams to resolve delivery issues promptly.
Maintain customer records and document interactions using CRM systems.
Ensure timely follow-up and resolution of customer issues to maintain satisfaction.
Promote company services and upsell value-added offerings when appropriate.
Monitor service performance and customer feedback to suggest improvements.
Handle escalation of complaints professionally and ensure proper resolution.
Support front office logistics activities such as waybill issuance, parcel receipt, and dispatch documentation.


Requirements:


OND/HND/BSc in Business Administration, Communications, or related field.
1–3 years experience in customer service, preferably in courier, logistics, or transportation industries.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Proficiency in Microsoft Office and basic logistics software 
Ability to work in a fast-paced environment and handle pressure.
High level of professionalism, empathy, and a positive attitude.