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Customer Service Agent


About Aeroparcel, Inc.

Aeroparcel® is the first and largest Afghan mail, courier and parcel services. Aeroparcel® is committed to modernize the mail, courier and parcel services in Afghanistan. Within four years of operations Aeroparcel® plans to be the market share- leader of mail, courier and parcel services of Afghanistan and the region. Aeroparcel® offers highly competitive products, services and customer experience, and we are committed to continuously improving these offering for all our mail, courier and parcel customers. With the customer at the center of everything we do, we are working hard to ensure that Aeroparcel® services are safe, express and affordable. The main business of Aeroparcel® are mail services, courier services and parcel services within and outside Afghanistan.

Job Summary

A customer service representative will act as a liaison, provides services information and pro-actively resolves any emerging problems that our clients might face with accuracy and efficiency. Assists with complaints, orders, errors, account questions, billing, cancelations, payments, and other queries. Customer focused on service excellence - achieving and exceeding his/her sales targets and ensuring at the same time high-quality levels, regulatory compliance and a high level of customer satisfaction.

Job Details

Date Posted: 10 Jul 2018 Reference: AP0051718
Closing Date: 25 Jul 2018 Work Type: Full Time
Number of Vacancies: 1 Gender: Female
Functional Area: Communication Open Ended: NO
Nationality: Afghan Salary Range: As per company salary scale
Contract Type: Long-term Years of Experience: 3 Year(s)
Contract Duration: 1 Year(s) & 0 Month(s) Extension Possibility: Yes
Probation Period: 3 Months

Duties and Responsibilities

1.Communicate with customers on a daily basis, notify customers of the shipment's status or service issues and assist in answering inquiries, following on shipments, receiving complains, etc.
2.Settle customer's claims and provide documentation to appropriate departments.
3.Provide appropriate solutions and alternatives within the stipulated time limits; follow up to ensure resolution with accurate, valid and complete information until the case is resolved
4.Keep records of customer interactions, process customer accounts and file documents via ticketing system, follow communication procedures, guidelines and policies
5.Respond, follow-up and resolve complex issues with customers to retain customers and ensure customer satisfaction
6.Handles a variety of customer complaints and/or exceptions including responding to irate customers who have experienced serviced failures/problems, and resolves where possible, making the decision to refer where appropriate.
7.Co-operates with internal departments to resolve routine and non-routine service issues
8. Assists the department managers by performing delegated tasks and providing feedback on issues arising.
9.Performs a range of data input functions on relevant systems in accordance with Policy & Procedures
10. Identify and document potential service issues and incidents of customer dissatisfaction and refers it to a line manager
11. Ensuring smooth and friendly Customer Service Experience is offered.
12.Any other duties that may be assigned by the direct line or senior management from time to time


1.Strong commitment to represent Aeroparcel in public
2. Open minded, outgoing personality
3.Excellent interpersonal, negotiation, and conflict resolution skills.
4.Excellent communication and presentation skills.
5.Strong attention to detail and ability to multi-task, prioritize and manage time effectively
6.Flexibility and exhibited awareness of and sensitivity to other cultures while working with diverse groups, individuals, and interests.


1.Bachelor degree from a recognized national or international university or minimum undergraduate with the 2.completion of high school.
3.Minimum of 2-3 years of work experience in private sector industries, ideally in customer care/service 4.department in logistics or airline sector in Afghanistan or internationally.
5.Good knowledge of MS Office Suite (Word, Excel, Powerpoint)
6. Excellent knowledge of English language, both orally and written in addition to Dari and Pashto
7.Dealing with shippers/consignees requirements
8.Dealing with agents and customs clearance brokers
9.Active listener with a strong email and telephone manners
10.Proven customer support or client service representative experience
11.Customer orientation and ability to adapt/respond to different types of characters

Job Location

Afghanistan - Kabul
AF AF 12


Bachelors Degree, General

Submission Guideline

Qualified applicants should submit their curriculum vitae (CV) accompanied by a cover letter to Human Resource Manager of AP. Please include the name of position & Vacancy No. in the subject line as (Customer Service Agent-AP0051718) at submission email provided below. No other documents are need be submitted unless invited for an interview. Applications received after the closing date will not be considered. AP is an equal opportunity employer.

Submission Email

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