Customer Service Assistant

About the role

To provide high‑quality customer service to clients by delivering prompt responses to all queries, effective issue resolution and accurate information on all deliveries.

Key responsibilities

• Handle customer calls and provide accurate product and delivery information.
• Phone customers to set appointments for delivery & assembly (D&A) two days prior and inform them of any delays.
• Liaise with the delivery team to track late deliveries and communicate updates.
• Coordinate with the dispatch team to ensure products are dispatched according to schedule.
• Work with stores to understand delivery terms and ensure services are provided during delivery.
• Resolve customer complaints by directing to appropriate personnel or providing information.
• Adhere to service standards for response times and follow escalation processes to meet KPIs.
• Collect regular customer feedback, maintain delivery records and driver/customer feedback, and share insights with relevant departments.
• Train and monitor the delivery team to ensure high customer satisfaction.
• Promote HSE practices, remind colleagues of safety procedures, and review operational processes for risk management.

Required profile

• Diploma or Pre‑University qualification.
• 2‑4 years of relevant experience in the logistics industry.