Delivery Support Representative - Cartrack

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 the business agreement.

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 of customer service experience
• Excellent communication skills.
• Confidence and skilful negotiating skills.
• Computer literate.