Customer Service Support at Skynet Worldwide Express

Department: 

Customer Experience / Operations Support

Reports To:

Customer Experience Manager / Manager- Ecommerce

Job Summary

The Customer Support Specialist is responsible for delivering exceptional customer service through effective use of technology, data analysis, and close coordination with delivery operations. The role focuses on managing customer inquiries, monitoring and correcting shipment track-and-trace events, analyzing delivery performance, and ensuring accurate and timely updates across logistics systems. This position requires strong proficiency in Microsoft applications, internet-based logistics platforms, and courier operations.

Key Responsibilities

Customer Experience & Support

• Serve as the primary point of contact for customer inquiries related to shipments, delivery status, delays, and service issues.
• Provide timely, professional, and solution-oriented responses via email, phone, chat, and online platforms.
• Proactively follow up on unresolved customer issues to ensure complete resolution and customer satisfaction.

Track & Trace Management

• Monitor shipment tracking systems to ensure accurate and real-time track-and-trace updates.
• Analyze tracking events and identify incorrect, missing, or delayed scan events.
• Correct wrong track events in the system in accordance with company procedures.
• Liaise with delivery drivers, dispatch teams, and hub operations to ensure timely and accurate event updates.
• Escalate exceptions such as delays, failed deliveries, misroutes, or lost shipments promptly.

Operations Coordination

• Coordinate closely with delivery operations, couriers, and warehouse teams to resolve shipment exceptions.
• Ensure delivery personnel understand the importance of timely and accurate scan updates.
• Support operational teams by communicating customer priorities and service commitments.
• Assist in improving last-mile delivery performance through feedback and data insights.

Reporting & Performance Analysis

• Generate daily, weekly, and monthly customer service and delivery performance reports.
• Analyze key performance indicators (KPIs) such as on-time delivery, exception rates, customer complaints, and resolution timelines.
• Use Microsoft Excel and other reporting tools to prepare dashboards, summaries, and trend analyses.
• Provide actionable insights to management to support service improvement and operational efficiency.

Technology & System Usage

• Efficiently use of logistics management systems, in-house tracking platforms, and CRM tools.
• Demonstrate advanced proficiency in Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Utilize in-house internet-based tools and portals for shipment tracking, reporting, and customer communication.
• Maintain accurate digital records of customer interactions, complaints, and resolutions.

Continuous Improvement & Compliance

• Identify recurring service issues and recommend process improvements.
• Ensure compliance with company service standards, data accuracy, and customer service policies.
• Support quality assurance initiatives aimed at improving customer experience and delivery accuracy.

Required Skills & Competencies

• Strong knowledge of courier, logistics, and last-mile delivery operations
• Solid understanding of track-and-trace systems and shipment event management
• High proficiency in Microsoft Excel, Word, Outlook, and PowerPoint
• Strong internet and digital system navigation skills
• Ability to analyze data, identify trends, and prepare performance reports
• Excellent written and verbal communication skills
• Strong problem-solving and attention to detail
• Ability to work collaboratively with operations and delivery teams
• Time management skills and ability to work under pressure in a fast-paced environment

Qualifications & Experience

• Higher National Diploma or Degree in Supply Chain Management, Logistics, Business Administration, Social Sciences or a related field
• Minimum 2–3 years’ experience in customer service, courier operations, logistics support, or related roles
• Experience working with shipment tracking systems and logistics software is an asset

Key Performance Indicators (KPIs)

• Customer satisfaction and resolution turnaround time
• Accuracy of track-and-trace updates
• Reduction in delivery exceptions and incorrect scan events
• Quality and timeliness of performance reports
• Compliance with service and operational standards

NOTE:

Do not apply if you do not meet the above qualifications.