Job Title: Customer Service Coordinator

Location: Kokomlemle – Head Office
Employment Type: Full-Time
Application Deadline: 30 May 2026

Job Summary

SkyNet Express Ltd is seeking a proactive and experienced Customer Service Coordinator to lead and strengthen its customer service operations. The successful candidate will oversee daily service delivery, manage customer relationships, and ensure a seamless end-to-end customer experience across all service touchpoints.

Key Responsibilities

• Lead, coach, and supervise a team of customer service representatives to consistently meet and exceed service standards.
• Plan and allocate daily workloads, set clear performance targets, and conduct regular team meetings and training sessions.
• Ensure customers receive timely, professional, and accurate responses to all inquiries and concerns.
• Manage key customer accounts by delivering personalized service and maintaining consistent follow-up.
• Collaborate with Operations and IT teams to provide real-time updates on parcel movement, delivery exceptions, and route issues.
• Monitor the end-to-end customer journey—from pickup to delivery—and identify opportunities to improve service quality and communication.
• Track and analyze service performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Prepare and present weekly and monthly reports outlining performance trends, recurring issues, and recommended improvement initiatives.

Qualifications and Experience

• Bachelor’s Degree in Business Administration, Marketing, Communications, or Logistics Management.
• Minimum of five (5) years’ experience in customer service, with at least two to three (2–3) years in a leadership role—preferably within logistics, transport, or courier services.
• Age: 35 years and above.

Skills and Competencies

• Demonstrate excellent communication and interpersonal skills.
• Apply strong problem-solving and decision-making abilities.
• Maintain a high level of professionalism, empathy, and customer focus.
• Perform effectively under pressure while managing multiple priorities.
• Exhibit strong leadership, coaching, and team management capabilities.
• Utilize analytical thinking and report-writing skills to support decision-making.

How to Apply

Click the “APPLY FOR THIS JOB” button below to submit your application.