Operations & Customer Service Agent

7 months ago

Cape Town, South Africa Shift Full time

**Job Title**:Operations & Customer Service Agent

**Location**: Cape Town (working from home)

**Contract**: 3 months contract

**Hours**: Full time - 45 hours per week

**Shifts**:Between 8am and 11pm (UK time) - Any 5 out of 7 days per week

**Salary**: R8,500 to R12,000 per month

**Equipment**: Laptop, screen and UPS supplied

Shift is a rapidly growing marketplace disrupting the logistics industry across Europe. Our teams create solutions using technology to solve everyday logistics problems. These solutions create opportunities for drivers, businesses, retailers and consumers to move big and bulky things in a way they haven’t before.

We have an entrepreneurial ethos and focus on investing and developing cutting edge technology. We use algorithms to match van and truck capacity of drivers already on the road to offer consumers and businesses a way to move anything, at any time, on their schedule. For customers and drivers, we create availability, flexibility and efficiency.

**The opportunity as a Operations & Customer Service Agent**:
Due to significant existing and future growth, we are expanding at Shift and looking for Operations & Customer Service Agent to join our team

Working independently within a team, you will oversee the day to day operations of our logistics marketplace, ensuring bookings run smoothly for both our customers and drivers.

**Responsibilities included as a Operations & Customer Service Agent**:
The type of work you could be asked to take on and trained within are:

- Driver management, onboarding and compliance
- Onboarding of new self employed drivers onto the Shift platform, ensuring all compliance is met and availability is set
- Issuing and taking queries on driver pay and statements
- Driver spot check and ad hoc support
- Marketplace bookings
- Route building where required, overseeing the technology solutions to create viable routes and driver schedules
- Allocation of bookings when necessary
- Managing any cancellations and ensuring refunds are issued
- Customer interaction
- Taking Inbound calls, logging and escalating where necessary
- Query, complaint and dispute resolution

**Requirements**:
**The Culture we expect you to be a part of and demonstrate in your attitude and behaviours**:

- Proactivity
- Intervening and stepping forward to plan solutions where risk has been identified
- Collaboration
- work with internal team members to ensure improvements are suggested and implemented. Also ensure everyone has each others back when it comes to coverage and handovers
- Compliance
- Following all Shift policies and procedures that are laid out in your training and coaching
- Reviews
- be comfortable with self assessment and peer assessment to ensure you are open to feedback and getting full growth value from it
- Performance Measurement
- we rigorously assess ourselves and the service we offer against quality, productivity and compliance based metrics and we expect you to be passionate about delivering excellence all round

**Vital requirements for the role of Operations & Customer Service Agent include**:

- Ability to work 100% remotely with a quiet and permanent home working environment (checks will be required and ongoing)
- High-speed, reliable internet connection (speed tests will be required and ongoing)
- Willingness and understanding that your full working day will be monitored and recorded by our employee monitoring software

**Skills and experience needed to be successful as a Operations & Customer Service Agent**:

- Clear English communication skills both written and verbal
- Ability to learn quickly and understand software products and features
- Attention to detail in configuration and documentation
- Must be able to work independently as well as a member of a cross-functional team based in the UK
- Ability to work in a very fast paced, high growth ever changing operational environment

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