Customer Service

Description

Dropway Express is seeking a dedicated Customer Service professional to join our team and provide outstanding support to our clients. This role focuses on delivering clear and effective communication to address customer inquiries, resolve issues, and ensure a smooth delivery experience. The ideal candidate has at least three years of experience in customer service, demonstrating the ability to manage complaints professionally and maintain detailed customer records. Familiarity with basic computer operations and MS Excel is necessary to support daily reporting tasks, and a preference is given to candidates with a bachelor's degree. In this position, individuals will engage with customers via phone calls, WhatsApp, and messages to provide real-time parcel tracking and updates on delivery status. The role requires strong active listening skills and customer de-escalation techniques to handle conflicts effectively and maintain customer satisfaction. Although this position does not involve managing a team, it demands excellent personal accountability and the ability to coordinate multiple customer interactions efficiently while ensuring high service quality.

Responsibilities

• Respond promptly and courteously to customer inquiries through phone calls, WhatsApp, and messaging platforms.
• Provide accurate parcel tracking information and delivery status updates to customers.
• Resolve customer complaints and delivery issues professionally and empathetically to achieve satisfactory outcomes.
• Maintain organized and up-to-date daily customer records and delivery reports using computer systems and MS Excel.
• Employ active listening techniques to fully understand customer needs and respond appropriately.
• Use customer de-escalation methods to manage difficult situations and prevent escalation of conflicts.
• Collaborate with internal teams to facilitate error resolution and improve customer experience.
• Adhere to company policies and procedures while delivering consistent and reliable customer service.
• Identify opportunities to improve service quality based on customer feedback and operational observations.
• Continuously update product knowledge and service processes to provide accurate information to customers.

Experience

3 Years

Apply By

Nov 17, 2026

Required Skills

• Customer Communication
• Active Listening
• Issue resolution
• Customer De-escalation
• Handle customer inquiries through phone calls, WhatsApp, and messages.
• Provide parcel tracking and delivery status updates.
• Handle customer complaints and delivery issues professionally.
• Maintain daily customer records and delivery reports.
• Basic MS Excel
• Computer Operations

Nice to Have Skills

• Communication Skills
• Time management
• Problem Solving