Company: ICYPEED LOGISTICS

Location: Lusaka

Job Purpose

ICYPEED LOGISTICS is seeking two (2) motivated and customer-focused Call Centre Agents to join our team. The successful candidates will be responsible for handling customer inquiries, tracking shipments, resolving complaints, and ensuring efficient communication between clients and operations to enhance customer satisfaction.

Key Responsibilities

• Receive and manage inbound and outbound customer calls in a professional manner
• Respond to customer inquiries regarding shipments, deliveries, delays, and pricing
• Track consignments and provide accurate updates to clients
• Record customer interactions and maintain proper documentation
• Handle customer complaints and escalate complex issues where necessary
• Coordinate with warehouse staff, drivers, and clearing agents for smooth service delivery
• Follow up on customer requests and pending deliveries
• Assist in processing bookings, orders, and service requests

Qualifications & Experience

• Full Grade 12 Certificate
• Diploma or Certificate in Customer Service, Business Administration, or a related field is an added advantage
• Proven experience in a call centre or logistics environment will be an added advantage
• Strong communication and interpersonal skills
• Good computer skills (Microsoft Office and customer management systems)
• Ability to work under pressure and handle multiple tasks

Required Skills & Competencies

• Excellent customer service skills
• Strong attention to detail
• Good problem-solving abilities
• Effective communication skills
• Ability to work both independently and as part of a team
• High level of professionalism and integrity

COUNTRY: Zambia

• Receive and manage inbound and outbound customer calls in a professional manner
• Respond to customer inquiries regarding shipments, deliveries, delays, and pricing
• Track consignments and provide accurate updates to clients
• Record customer interactions and maintain proper documentation
• Handle customer complaints and escalate complex issues where necessary
• Coordinate with warehouse staff, drivers, and clearing agents for smooth service delivery
• Follow up on customer requests and pending deliveries
• Assist in processing bookings, orders, and service requests

• Excellent customer service skills
• Strong attention to detail
• Good problem-solving abilities
• Effective communication skills
• Ability to work both independently and as part of a team
• High level of professionalism and integrity

• Full Grade 12 Certificate
• Diploma or Certificate in Customer Service, Business Administration, or a related field is an added advantage
• Proven experience in a call centre or logistics environment will be an added advantage
• Strong communication and interpersonal skills
• Good computer skills (Microsoft Office and customer management systems)
• Ability to work under pressure and handle multiple tasks