Customer Experience Agent

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, who is the first line of communication in and out of the company.

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

Your responsibilities:

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

Requirements

Someone who is aligned with our values and approach, and is a detail-oriented, energetic execution machine with the following requirements:

• National Senior Certificate or equivalent
  
• 1-2 years in a sales/customer service/field operations role
  
• Strong computer literacy and experience working with office suites (G-suite would be an advantage) and master spreadsheets.
  
• Ability to work under pressure and meet internal targets
  
• Interpret data dashboards for proactive network engagement
  
• Strong verbal and written communication skills
  
• Demonstrate prowess on the phone and generating buy-in
  
• Effectively using analytics dashboards to be proactive
  
• Bilingual: English and local language
  
• Is self-motivated and excited by the possibilities of technology
  
• Has a systematic approach with an analytical mindset
  
• Based in Cape Town and can be in our office in Gardens, 2 days a week
  

Our Approach

Our vision is to create access for anybody in Africa. Our approach to achieving this is to:

• Take action
• Execute exceptionally
• Embrace change
• Be transparent
• Prioritise our customers and lastly and most importantly
• Dream BIG

Benefits

We have a great young team of hard-working colleagues who enjoy the following benefits:

• Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
• Insight into the runnings of a high growth, innovative start-up
• Competitive remuneration
• Encouragement of own initiatives
• Space for self-growth
• Fun activities with a cool team that regularly get together to do things like action cricket, pub quizzes and runs

About Pargo

Pargo is a smart logistics company based in Cape Town that makes last-mile distribution more accessible, affordable and convenient through our network of tech-enabled pickup points. Founded in 2015, Pargo now boasts one of the country’s largest networks with more than 4,000 pickup points nationally. We empower consumers, companies and couriers to send and receive parcels across Southern Africa ー and we are on a mission to create access for anybody in Africa. This mission guides us as we continue to strive to be a key enabler of ecommerce on the continent.