Mango5 is looking for exceptional airfreight track and trace agents to join our continuously growing team.
Mango5 is one of the top BPO Outsource Centres in South Africa, offering outsourced services to local and international clients. Our Contact Centre in Cape Town has a rich history of delivering best in class BPO services.
We are launching an international USA customer support Logistics campaign and we are looking for exceptional track and trace representatives with a background in Airfreight logistics to join our dynamic team.
The ideal candidate will be self-motivated with a strong sense of urgency, performs well under stress and have the ability to multi-task and meet deadlines. You need to be a skilled communicator and be able to build relationships. This position is pivotal in providing the level of care and commitment that our clients have come to expect and depend on from our client.
What You’ll Do
Customer Service:
Answer inquiries via phone and email
Proactively track shipments
Update shipment status and tracking notes in our tracking management system
Communicate with clients regarding shipment delays and status updates
Communicate with our vendors regarding shipment delays and status updates
Troubleshoot delayed shipments potentially finding alternate transit
Multitask between platforms on the client’s CRM system
Deliver the best possible customer satisfaction through your interaction with your clients
Ensuring that customers are satisfied with support resolutions provided
Determining the quickest, most effective ways to answer a customer’s questions
Escalating queries and concerns
Working with a team to find appropriate solutions
Quickly identify and communicate new issues for expedient investigation and resolution
Achieve specified client SLA’s
Who You Are
Have a minimum of 1 year’s track and trace experience
Neutral Accent
Excellent written and verbal communication skills
Computer literate with good data capturing capabilities
Experience working with USA clients advantageous
Ability to work shifts
Ability to multitask – working on multiple screens at once
Exceptional interpersonal and customer service skills
Analytical and problem-solving skills
Strong technical ability including proficiency with email and support ticketing systems
Multitasking and organisational skills
Attentiveness and patience
Ability to find the positive in any situation
Logistics, courier or freight forwarder experience
Import / Export customs knowledge
Remuneration
Basic – R9000
Attendance Bonus
Shift Allowance
Commission and Incentives
Medical Insurance and Emergency Assistance after 3 months of employment
Professional Development: Internal LMS with access to over 70 online courses
Campaign Working Hours: Current
Monday – Friday, 00h00am to 16h00pm EST the following morning
Saturday, 2pm to midnight EST
Sunday, 12am to 9am Monday morning EST
Please note the above will be done in shifts which will be rotated to meet the above working hours.
USA Public Holiday Roster
To Apply:
Send your updated CV to Atiya.Minaar@mango5.co.za
