Introduction
Our Cient, a leader in the Retail industry, seeks to appoint an experienced Back Office Agent to join their dynamic team. The Back Office Agent role is integral to the operations team, working closely under the guidance of the Operations Supervisor to ensure the smooth execution of daily tasks and adherence to strategic objectives. This position involves a variety of administrative and support tasks that are crucial for maintaining on time delivery, operational efficiency, quality service delivery, and compliance with both internal and external policies. The Back Office Support staff plays a pivotal role in facilitating communication within the driver network, internal team and with clients, helping to streamline processes and support the overall goals set by management.
Applicants must reside in and around the Cape Town area.
Duties & Responsibilities
Dashboard and Orders
- Ensure orders, on your dashboard, within the region, are assigned within SLA requirements.
- Ensure jobs and orders are accepted by drivers.
- Responsible for delivery aligned to SLA performance.
- Manage order assignments based on driver performance and partner earnings.
- Order management and re-assignment.
- Real-time exception management and delivery re-booking support.
Route Planning
- Plan and assign orders and or jobs for your region to drivers to ensure optimised delivery routes.
- Ensure that all assigned jobs are accepted.
- Ensure that the driver is on route and on time at th set pick-up locations.
- Follow up and prioritise all “out of SLA” deliveries.
Reporting
- Daily operational reporting.
- Complete and submit pick-up and drop-off SLA reports daily.
- Order exception management.
Driver Support
- Driver support and assistance.
- Assist with all driver support-related queries.
- Respond to drivers via chat method engaged, within 5 minutes (Standard and Priority).
- Ad-hoc queries.
Desired Experience & Qualification
- Matric (Grade 12).
- At least one year of route planning experience within the Logistics or Courier industry.
- Previous experience in a delivery business is preferred, but not a deal-breaker.
- Computer Literacy: Proficient in Microsoft Office and other relevant software (with some experience).
- Communication: Must be able to professionally respond to emails and provide consistent feedback.
- Ability to establish and maintain strong working relationships.
- Adapt to change: Comfortable working in a dynamic environment with evolving processes and priorities.
- Resilient: Maintain a positive attitude and steady performance under pressure, tight deadlines, or high workloads.
- Effective communication: Strong verbal and written communication skills, with the ability to convey information clearly and accurately.
- Attention to detail: Exceptional accuracy in data handling, documentation, and task execution.
- Problem-solving: Analytical thinker with the ability to identify issues, investigate root causes, and implement practical solutions.
Package & Remuneration
Market-related salary.
Interested?
Should you meet all the requirements and would like to apply for this position, please forward your CV to Patience Tapile at ptapile@indgro.com. Please also register on our Resumé Builder portal as follows:
Please remember to update your Resumé (CV) if any of the following details have changed:
- Personal Details, i.e., Marital Status and Contact Details
- Education, i.e., Additional qualifications obtained or courses completed
- Employment information
If you do not have the listed qualifications and experience, please do not apply, as you will unfortunately not be considered for this position. We aim to reply to all applicants; however, it is not always possible due to the high interest in our vacancies. Therefore, please consider your application unsuccessful if you do not hear from us within 2 (Two) weeks.
Important Notice
Indgro Outsourcing (Pty) Ltd, Trading as Indgro Multi Services Group™ (the Company), is a member of APSO and, as such, is bound by the Code of Ethics and Codes of Professional Practice, which include but are not limited to:
- The Company does not, as an Employment Services Provider, charge, directly or indirectly, work seekers (candidates) any fees for services rendered, which is by Clause 15 of the Employment Service Act 2014.
- The Company, as Employment Services Provider, further will not discriminate unfairly at any time in the recruitment process regardless of ethnic origin, color, gender, age, religion, political opinion, nationality, social origin, sexual orientation, or any other distinguishing characteristics within the proviso under the Employment Equity Act.
- No Promise of Employment:
Applying for a position at the Company or submitting your CV to the Company is or will NOT construe (express or implied) that the Company or any of its affiliates will guarantee you any position for any particular period or at any specific compensation or benefit rate.
