The Position 

Lori is seeking a Customer Service Representative to our Driver Engagement team who will be the liaison between our company and the drivers on our platform. You are the main contact person for the drivers and you make sure that the issues encountered on journey are communicated on time and resolved by the relevant party. The successful candidate will be able to accept ownership for effectively solving issues, complaints and inquiries; keeping customer and driver satisfaction at the core of every decision and behavior. You are a communication expert that always communicate frequently and timely, and you never give up until a resolution is found.


Roles and responsibilities

  • Consistent communication to drivers on journey several times daily to ensure the cargo is delivered on time to customers  

  • Record data in our customer service system

  • Proactively identify potential issues

  • Responsible for escalating issues to relevant parties to ensure its resolved real time

  • Constant follow up on issues

  • Proactively communicate with transporters regarding on journey issues from drivers

Requirements

  • Very strong phone, verbal and written communication skills along with active listening

  • Very high ability to handle a lot of pressure and a large workload

  • Previous experience in a customer support role

  • Customer focus and adaptability to different personality types

  • Persistence and detailed focus

  • Ability to multi-task, set priorities and manage time effectively

  • IT proficient

  • Diploma holder

Qualified candidates are welcome to email their CV’s to Lori People Operations, at: careers@lorisystems.com