Zmall Delivery is seeking a motivated and detail-oriented Dispatcher / Customer Care Representative to join our Zmall Delivery team. As a Dispatcher / Customer Care Representative, you will be responsible for coordinating delivery routes, communicating with delivery personnel, and providing exceptional customer service to ensure timely and accurate deliveries.
Responsibilities:
- Answer incoming customer calls and respond to inquiries regarding delivery status, order details, and general information
- Monitor and manage the dispatch system, ensuring efficient route planning and assignment of deliveries to bikers
- Communicate with bikers to provide delivery updates, address any issues or delays, and ensure adherence to delivery schedules
- Resolve customer complaints or escalate them to the appropriate department when necessary
- Collaborate with team members to identify areas for improvement in the delivery process
- Maintain accurate records of customer interactions, orders, and delivery details
- Stay informed about Zmall Delivery's policies, services, and offerings to provide accurate information to customers
- Ensure a high level of customer satisfaction through timely and effective communication
- Giving detailed explanations of services and/or products of partners
- Relay detailed orders to merchants
- Follow up on readiness of orders and dispatch delivery personnel
- Provide positive and genuine assistance in case of delays, wrong orders or damages as per the companies guidelines
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Working with a sales team to create better methods to address customer Complaints
- Guide callers through troubleshooting and/or navigating ZMALL App. If they encounter difficulties
- Monitoring customer satisfaction levels
- Maintain a detailed log on company provided system of all call
Requirements:
- Bachelor’s degree in Marketing / Sales or related field or any filled
- At least 2 years of relevant experience in Call Center, preferably in a Delivery Company.
(Working experience must be presented up on request) - Comprehensive knowledge of Delivery procedures.
- Fluent in Amharic and English both writing and speaking
- Competent computer skills; Microsoft Word/Excel/Web
- A strong attention to detail.
- Excellent communication skills.
- Customer oriented
- Organized, a self-starter and an enthusiastic team player.
- Punctuality is mandatory
- Ability to work under pressure to pursue multiple tasks simultaneously
- Ability to work at own initiative
- Willing to work in shift with Transport arranged for the night shift