Customer Experience Agent

Pargo; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A leading company in the logistics sector seeks a Pargo Point Experience Agent in Cape Town. This role involves enhancing customer interactions at pickup points, troubleshooting issues, and providing training. Ideal candidates will have a strong customer service background and be detail-oriented, with a passion for technology.

Benefits

Valuable learning from professionals

Competitive pay

Opportunities for self-growth

Fun team activities

Qualifications

• 1-2 years in sales, customer service, or field operations role is required.
• Bilingual: English and local language proficiency.
• Ability to work under pressure and meet targets.

Responsibilities

• Enhance Pargo’s counter services through daily performance calls.
• Troubleshoot the in-store app and device.
• Provide ongoing training on counter product services.

Skills

Strong computer literacy

Verbal communication

Written communication

Analytical mindset

Proactive engagement

Education

National Senior Certificate or equivalent

Job description

We’re hiring! We are looking for a smart, customer-centric, and performance-driven Pargo Point Experience Agent to join our team and build technology to help us change the way people send and receive parcels. Join us and be part of a fast-growing business that is disrupting the e-commerce delivery landscape in South Africa.

The Opportunity

You will be part of a team of agents championing omnichannel solutions by ensuring best practices of the in-store process for all Pargo’s counter product services.

As a PUP Experience Agent, you will engage with Pargo points to provide support, action solutions, and unblock inhibitors for Pargo’s counter collection, return, and send solutions. You will be accountable for ensuring your network of stores creates a positive experience for Pargo customers.

The Role

You will be part of the Customer Experience team, serving as the first line of communication in and out of the company.

Your role as a customer experience agent at Pargo is to support the Customer Experience team, assist with client queries from various communication channels, and support the operations team in following up on our partners' or customers' parcels.

Your responsibilities:

• Enhance Pargo’s counter services by conducting daily performance calls at the parcel point level.
• Technically troubleshoot the in-store app and device, escalating deviations to relevant stakeholders.
• Conduct detailed training on Pargo counter product services to uphold high store process compliance.
• Generate field intelligence to assist with performance diagnostics, improve the Pargo Point experience, and develop new product services.
• Champion Pargo’s omnichannel solutions.

Requirements

We are looking for someone who aligns with our values, is detail-oriented, energetic, and an execution machine, with the following qualifications:

• National Senior Certificate or equivalent.
• 1-2 years in sales, customer service, or field operations role.
• Strong computer literacy, experience with office suites (G-suite is an advantage), and mastery of spreadsheets.
• Ability to work under pressure and meet targets.
• Interpret data dashboards for proactive network engagement.
• Strong verbal and written communication skills.
• Proficiency in phone communication and generating buy-in.
• Use analytics dashboards effectively to be proactive.
• Bilingual: English and local language.
• Self-motivated and excited about technology’s possibilities.
• Systematic approach with an analytical mindset.
• Based in Cape Town, able to be in our office in Gardens 2 days a week.

Our Approach

Our vision is to create access for anybody in Africa. We aim to:

• Take action
• Execute exceptionally
• Embrace change
• Be transparent
• Prioritize our customers
• Dream BIG

Benefits

Our energetic team offers:

• Valuable learning from seasoned professionals with an entrepreneurial spirit.
• Insight into the operations of a high-growth, innovative startup.
• Competitive pay.
• Encouragement of personal initiatives.
• Opportunities for self-growth.
• Fun activities like action cricket, pub quizzes, and runs.

About Pargo

Pargo is a smart logistics company based in Cape Town, making last-mile distribution more accessible, affordable, and convenient through our network of tech-enabled pickup points. Founded in 2015, Pargo has over 4,000 pickup points across South Africa. We empower consumers, companies, and couriers to send and receive parcels across Southern Africa, on a mission to create access for anyone in Africa and support ecommerce growth on the continent.