Call Centre Agent (Inbound) at GIG Logistics

• The Call Centre Agent (Inbound) is responsible for handling incoming customer calls, inquiries, complaints, and service requests in a professional and timely manner. The role serves as the first point of contact for customers, ensuring exceptional customer experience, accurate information dissemination, and prompt resolution or escalation of issues.

Key Responsibilities:

Customer Service

• Receive and handle inbound calls from customers regarding shipments, deliveries, pricing, tracking, and company services. 
• Provide accurate and timely information to customers. 
• Resolve customer inquiries and complaints within established service standards. 
• Escalate complex issues to the appropriate department for resolution. 
• Maintain a professional and customer-centric approach during all interactions. 

Complaint Resolution

• Log and track customer complaints through designated systems. 
• Follow up on unresolved issues to ensure timely closure. 
• Keep customers informed about the status of their requests and complaints. 
• Ensure customer concerns are handled effectively and professionally. 

Shipment Tracking & Support

• Assist customers with shipment tracking and status updates. 
• Provide information on delivery timelines and service processes. 
• Coordinate with operational teams to resolve shipment-related inquiries. 

Data Management

• Accurately document customer interactions, inquiries, and resolutions. 
• Update customer records and case notes in CRM or customer service platforms. 
• Ensure all customer information is handled confidentially and in compliance with company policies. 

Service Quality & Compliance

• Adhere to call handling procedures and quality standards. 
• Meet established call centre performance metrics and targets. 
• Maintain professionalism and courtesy during all customer interactions. 
• Comply with company policies, procedures, and service guidelines. 

Team Collaboration

• Work closely with Operations, Customer Experience, and other departments to resolve customer issues. 
• Participate in team meetings, coaching sessions, and training programs. 
• Contribute suggestions for improving customer service processes and customer satisfaction. 

Qualifications & Experience

• Minimum of OND/HND/Bachelor's Degree in any discipline. 
• 1–3 years' experience in a customer service, call centre, or customer support role. 
• Experience in logistics, transportation, e-commerce, or related industries is an added advantage. 
• Proficiency in Microsoft Office applications and CRM systems.