Mercury Express Logistics
Mercury Express Logistics
Posted Job
5 months ago

Customer Service Agent

This listings application deadline has expired so it is probably out of date

View all jobs →

Positions: One (1) Customer Service Agent – Mkushi, Chirundu, Mansa, Lusaka

Main Purpose of Job and objective:

To consistently exceed our customers’ expectations and operational standards for on-time delivery performance at an optimized cost and zero tolerance in Controllable loss, Damage, and claims. Safe and secure timely handling of customers’ goods, solving possible discrepancies and informing the National Customer Service Supervisor in order to achieve on-time delivery in perfect conditions.

Key Job Responsibilities/Accountabilities

  • Ensure all inquiries or queries from all and clients and stakeholders are attended to in a timely manner and escalations done as per the escalation matrix provided
  • Ensure all inquiries and queries from clients and stakeholders are effectively responded to within the shortest possible time
  • Ensure all phones are operational and that all team members are logged into the system by 07:45 every morning.
  • Ensure to escalate all phone related challenges to the IT Service Desk for quick resolution by 08:10 every morning.
  • Ensure the proactive tracing of shipments for all clients and stakeholders to monitor quality of service.
  • Ensure internal and external client and stakeholders are communicated to on daily basis to coordinate any needs with OPS, customer service, Admin and any other department with escalation to National Customer Service Supervisor.
  • To drive growth of shipments and revenue from your station and our stakeholders through actively engaging them on product knowledge as may be assigned from time to time by the Line Manager.
  • Ensure to pick all incoming calls within three (3) rings.
  • Book pick-ups in the system.
  • Engage operations for closure of checkpoints and other stations for shipments from clients and stakeholders.
  • Monitor the reports from ops on recovery and push ops team for follow-ups of alternative transport by ops.
  • Ensure you submit your daily leads to leads champion at the end of each day for subsequent submission to the Sales Department.
  • Ensure to offer solution to our clients without going out of the company’s code of conduct and within the rules and regulations of the Company.
  • Ensure to treat with as urgency and priority all other assigned responsibilities by the National Customer Service Supervisor.


  • Grade 12 certificate
  • A strong and excellent knowledge of all facets of the courier/ logistics industry business
  • Results oriented
  • Diploma in Public Relations/ Business Administration or any related field
  • Degree in Mass communication/ Public Relations

Method of Application

Interested candidates meeting the above qualifications should send their application letters and academic qualifications in one scanned document PDF

Application deadline
15 Sep 15:00
Mercury Express Logistics image
Mercury Express Logistics
Postal & Courier
Freight & Forwarding
Mercury Express makes it possible for you to shop online on any major website in the world. You can then collect your parcel from an office convenient to you, or arrange for the company to deliver to your address in Zambia. Using its well-established local infrastructure and expertise, as well as partnerships with international couriers, Mercury Express Logistics can deal efficiently with every kind of delivery. Other services include courier services and cargo business solutions.