Customer Service cum Operations II – True North Uganda

• Process and monitor package receiving activities from ground couriers according to standard operating procedures.
• Handle incoming packages through weighing, coding, packing, sorting, and bagging processes.
• Ensure packages meet destination requirements and operational guidelines.
• Process shipments in the system through origin scanning, bagging, and manifest preparation.
• Monitor pre-alerting and bagging procedures according to destination requirements.

• Handle customer service activities related to:
  • Shipments on hold.
  • Package repacking.
  • Incorrect address management.
  • Special customer requests.
  • Internal and external customer inquiries.
• Provide timely and professional responses to customer concerns.
• Maintain effective communication with customers, couriers, and internal departments.

• Follow operational procedures to maintain service quality and pass quality audits.
• Ensure compliance with company safety and security standards.
• Identify and prevent prohibited shipments, including illegal materials such as drugs, weapons, and restricted liquids.
• Maintain accurate shipment records and documentation.

• Maintain and organize operational paperwork.
• File records according to company retention procedures.
• Ensure accurate system updates for all processed shipments.
• Support smooth coordination between customer service and operations teams.

• Minimum education level: High School, Junior College, or Diploma.
• Minimum 1 year of experience in customer service, courier operations, logistics, administration, or related fields.
• Good command of English.
• Proficiency in Microsoft Office applications including:
  • Microsoft Word.
  • Microsoft Excel.
  • Microsoft Outlook.

• Strong communication and interpersonal skills.
• Ability to handle customer inquiries professionally.
• Ability to build positive relationships with customers and colleagues.

• Strong attention to detail.
• Ability to follow procedures accurately.
• Good administrative and organizational skills.
• Ability to manage multiple tasks and meet deadlines.

• Adaptability and flexibility.
• Teamwork and collaboration skills.
• Time management skills.
• Safety and quality awareness.
• Ability to work in a fast-paced environment.