Customer Service Representative

About Swiftway Shippers Ltd

Swiftway Shippers Ltd is a leading digital freight forwarding platform based in Ghana, dedicated to assisting African small and medium enterprises (SMEs) with air and sea freight bookings, customs clearance, and real-time cargo tracking internationally. As the company expands its partnerships and customer base, it is seeking a reliable and approachable Customer Service Representative to provide exceptional support to its clients.

Key Responsibilities

• Manage and respond efficiently to customer inquiries relating to shipments, bookings, and customs clearance status via phone, email, and WhatsApp.
• Provide assistance to customers in placing and managing their orders using the Swiftway mobile application.
• Monitor and track cargo shipments, proactively updating clients on status changes and progress.
• Address customer complaints calmly and professionally, escalating complex issues to the appropriate departments when necessary.
• Maintain detailed and accurate records of customer interactions and feedback to improve service quality.
• Support the onboarding process for new clients joining the Swiftway platform, ensuring a smooth integration.
• Collaborate closely with the Sales and Operations teams to guarantee a seamless experience throughout the shipping process.

Working Schedule

• Monday to Friday: 8:00 AM to 5:00 PM
• Saturday: 9:00 AM to 2:00 PM

Desired Qualifications and Attributes

• Excellent written and spoken communication skills in English.
• Strong problem-solving abilities paired with a composed and patient demeanor when handling challenging situations.
• Familiarity and comfort with digital communication platforms including email, WhatsApp Business, mobile apps, and CRM software.
• Previous experience in customer service, logistics, or similar sectors is advantageous.
• A genuine passion for supporting African business growth through improved trade infrastructure.

Why Work With Swiftway?

• Join a rapidly growing, founder-driven startup that is innovating freight forwarding across Africa.
• Collaborate with a lean, high-impact team dedicated to excellence.
• Benefit from opportunities for personal and professional growth as the company scales.