Call Center Agent

Company Overview

Boxleo Courier & Fulfillment Services Limited is a logistics provider dedicated to dependable, efficient, and high-quality courier and fulfillment support. The company builds lasting business relationships by enabling borderless logistics and helping clients run their operations more smoothly. The role is part of a growing team that places strong emphasis on customer satisfaction and service quality.

Role Summary

This full-time, on-site position is based in Tabata, Dar es Salaam. The Call Center Agent will manage incoming and outgoing calls, answer customer questions, and share prompt updates about deliveries, shipments, and service-related requests. The role also involves handling fresh leads, following up on active cases, resolving customer concerns, escalating complex issues when necessary, and keeping detailed records of every interaction in the system.

Key Duties

• Answer inbound and make outbound calls to support customers and prospects.
• Provide clear updates on parcel movement, shipment status, and service requests.
• Track new leads and maintain follow-up on existing prospects or cases.
• Work through customer complaints and resolve issues in a timely manner.
• Escalate difficult or unresolved matters to the appropriate teams.
• Record all conversations and actions accurately in the company system.
• Coordinate with operations and dispatch teams to confirm delivery details and monitor parcels.
• Follow up on delayed deliveries and service interruptions.
• Maintain a professional tone and consistently deliver a positive customer experience.
• Work toward performance goals and contribute ideas for improving service quality.

Qualifications

• Background in customer-facing work, such as customer service or call center support, with a strong focus on customer care and satisfaction.
• Good communication skills, active listening, and the ability to stay composed and courteous in pressure situations.
• Comfortable using computers at a basic to intermediate level, including call center tools, email, and common office applications.
• Solid troubleshooting and conflict-handling skills, along with careful and accurate data entry.
• Willingness to work on-site in Tabata full time, with flexibility for shifts, weekends, or public holidays when required.
• Experience in logistics, delivery, or fulfillment operations will be considered an advantage.
• A diploma or degree is required, and extra training or certification in customer service is helpful.

Additional Information

The source does not mention salary, allowances, perks, application deadline, or number of openings.