Remote Customer Experience Associate

Terminal Africa is seeking a customer-focused Customer Experience Associate to handle customer enquiries, resolve shipment and billing issues, and ensure a smooth customer experience. The ideal candidate should have excellent communication and problem-solving skills, with the ability to manage multiple customer interactions in a fast-paced remote environment.

• Respond to customer enquiries through email and live chat.
• Investigate shipment delays, tracking issues, delivery exceptions, and billing concerns.
• Resolve complaints and escalate complex issues to relevant teams.
• Follow up on outstanding issues and keep customers updated.
• Maintain accurate customer records in CRM and ticketing systems.
• Identify recurring problems and recommend service improvements.

• Excellent written and spoken English.
• Strong communication, empathy, and problem-solving skills.
• Ability to manage multiple customer conversations simultaneously.
• Good attention to detail and a professional attitude under pressure.
• Willingness to learn new tools; Zoho or Slack experience is an advantage.
• Interest in logistics, e-commerce, or technology.
• Reliable internet connection and power supply for remote work.
• Previous customer service experience is an advantage but not compulsory.

None

Health insurance.

Mentorship and regular feedback.

Exposure to Operations, Product, and Growth teams.

Professional development opportunities.