Call Centre Agent (Inbound)

Job Summary

• The Call Centre Agent (Inbound) is responsible for handling incoming customer calls, inquiries, complaints, and service requests in a professional and timely manner.
• The role serves as the first point of contact for customers, ensuring exceptional customer experience, accurate information dissemination, and prompt resolution or escalation of issues.

Key Responsibilities
Customer Service:

• Receive and handle inbound calls from customers regarding shipments, deliveries, pricing, tracking, and company services. 
• Provide accurate and timely information to customers. 
• Resolve customer inquiries and complaints within established service standards. 
• Escalate complex issues to the appropriate department for resolution. 
• Maintain a professional and customer-centric approach during all interactions. 

Complaint Resolution:

• Log and track customer complaints through designated systems. 
• Follow up on unresolved issues to ensure timely closure. 
• Keep customers informed about the status of their requests and complaints. 
• Ensure customer concerns are handled effectively and professionally. 

Shipment Tracking & Support:

• Assist customers with shipment tracking and status updates. 
• Provide information on delivery timelines and service processes. 
• Coordinate with operational teams to resolve shipment-related inquiries. 

Data Management:

• Accurately document customer interactions, inquiries, and resolutions. 
• Update customer records and case notes in CRM or customer service platforms. 
• Ensure all customer information is handled confidentially and in compliance with company policies. 

Service Quality & Compliance:

• Adhere to call handling procedures and quality standards. 
• Meet established call centre performance metrics and targets. 
• Maintain professionalism and courtesy during all customer interactions. 
• Comply with company policies, procedures, and service guidelines. 

Team Collaboration:

• Work closely with Operations, Customer Experience, and other departments to resolve customer issues. 
• Participate in team meetings, coaching sessions, and training programs. 
• Contribute suggestions for improving customer service processes and customer satisfaction. 

Qualifications & Experience

• OND / HND / Bachelor's Degree in any discipline. 
• 1–3 years experience in a customer service, call centre, or customer support role. 
• Experience in logistics, transportation, e-commerce, or related industries is an added advantage. 
• Proficiency in Microsoft Office applications and CRM systems. 

Application Closing Date
16th June, 2026.

Method of Application
Interested and qualified candidates should:

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