Customer Service Agent

About the role

The Customer Service Agent provides professional, efficient and customer‑focused support to Spidex Express clients via phone, email, WhatsApp, chat and other approved channels. The role involves handling parcel enquiries, delivery updates, tracking requests, complaints and general courier‑service information.

Key responsibilities

• Answer incoming calls promptly and respond to customer enquiries across multiple communication platforms.
• Assist customers with parcel tracking, delivery status updates, and resolve delivery exceptions.
• Handle complaints professionally, record them accurately and escalate unresolved issues according to procedure.
• Maintain accurate CRM records, create and update customer cases, and ensure timely follow‑up.
• Coordinate with Operations, Drivers, Branches and other departments to provide customers with up‑to‑date information and resolve issues.

Required profile

• Minimum Grade 12 / National Senior Certificate.
• 1–2 years experience in customer service, contact centre or call centre environments.
• Good written and verbal communication skills and basic computer literacy.

Required skills

• Microsoft Office
• CRM/contact‑centre systems

What we offer

• Stable full‑time position with basic salary plus performance bonus.
• Standard official holidays and leave benefits in line with local labour regulations.
• Friendly office environment, clear responsibilities and long‑term development opportunities.