Company Description

Mercury Express Logistics is a global delivery partner located in Lusaka. We offer personalized and trackable shipping solutions for shipments of any kind, delivered via air, ocean, or road. Our services are available 24/7 and we also specialize in customized logistics and supply chain solutions for E-Commerce, Retails, and Pharma, including warehousing, fulfilment, and last mile deliveries.

Role Description

This is a full-time on-site role for a National Customer Service Supervisor located in Lusaka. As a National Customer Service Supervisor, you will be responsible for overseeing the daily operations of the customer service team, ensuring customer satisfaction, providing support to customers, and managing customer service processes and procedures.

Qualifications

• Supervisory Skills and Customer Service Management.
• Customer Satisfaction and Customer Support.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced environment.
• Ensure all enquiries or queries from all and clients and stakeholders are attended to in a timely manner and escalations done as per escalation matrix provided.
• Ensure internal and external client and stakeholders are communicated to on daily basis to coordinate any needs with OPS, customer service, Admin and any other department with escalation to National Customer Service Supervisor.
• To drive growth of shipments and revenue from your station and our stakeholders through actively engaging them on product knowledge as may be assigned from time to time by the Line Manager.
• Ensure to pick all incoming calls within three (3) rings.
• Engage operations for closure of checkpoints and other stations for shipments from clients and stakeholders.
• Monitor the reports from ops on recovery and push ops team for follow-ups of alternative transport by ops.
• Ensure you submit your daily leads to leads champion at the end of each day for subsequent submission to the Sales Department.
• Ensure to offer solution to our clients without going out of the company’s code of conduct and within the rules and regulations of the Company.
• Ensure to treat with as urgency and priority all other assigned responsibilities by the National Customer Service Supervisor.

Education and Experience

• Grade 12 School certificate
• Bachelor’s degree in Business Administration, Mass Communication, Public Administration or related field.
• 5 Years experience in Customer Service
• Experience in logistics or supply chain management is a plus.
• A strong and excellent knowledge of all facets of the courier/ logistics industry business
• Results oriented