Customer Service Executive at Fastpace Logistics Limited

Job Description

• Shall manage incoming and outgoing phone calls.
• Shall Identify and assess customers’ needs to achieve customer’s satisfaction.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Shall assign to dispatch riders, process and schedule delivery requests of customers.
• Update and share the operations report sheet at the end of every day which covers deliveries done for the day, revenue generated by each customer and amount spent on petty cash with reasons for expenses.
• Shall ensure every rider has what they need to carry out deliveries effectively, this includes fuel, engine oil, airtime and bikes in good condition.
• Shall handle daily operational hazards like unplanned requests from customers, bikes breaking down unexpectedly, accidents and government related issues.
• Shall ensure escalation of delivery/customer issues that require urgent attention to Management.
• Shall carry out daily, weekly and monthly reporting to the management.
• Shall ensure daily status upload, weekly broadcast and message response to customers.
• Shall promptly respond to Instagram message of customers.