Delivery Support Representative (Customer Care Agent)

Introduction

The Delivery Support Representative will be responsible for managing and overseeing the last mile delivery progress for scheduled and on demand clients and ensuring that deliveries are completed within SLA as per business agreement.

Job description

Responsibilities:

• Proactively managing the delivery process from order creation on our dashboard until delivery
• Tracking active orders to ensure that they are delivered within the respective client SLA
• Troubleshoot and resolve technical issues relating to the driver application.
• Collaborate with internal teams to escalate and resolve driver issues and delivery impacts promptly and efficiently
• Escalate possible risks to business as flagged by the driver network
• Ensure that detailed notes are captured on the delivery system of all impacts and actions taken until the order has been delivered
• Maintain accurate records of customer interactions, inquiries, and resolutions using CRM software (Freshworks or similar).
• Stay updated on industry trends, product knowledge, and best practices to provide up-to-date information to customers.
• Contribute to the development of knowledge base articles and support documentation to improve efficiency and customer self-help resources.
• Identify opportunities for process improvements and actively participate in team meetings and training session

Minimum requirements

• Completed Matric
• Min of 2 years customer services experience
• Excellent communication skills
• Confidence and skillful negotiating skills
• Computer literate