Customer Service Representative

Company Description Trucksy is Algeria’s first AI-powered marketplace for heavy trucking, connecting shippers with vetted carriers and professional drivers across a wide range of truck classes and trailer types for local, regional, and long-haul moves. The platform uses AI to optimize routing, pricing, and slotting, helping customers move freight more efficiently and reliably. Shippers benefit from live GPS tracking, estimated times of arrival, and electronic proof of delivery with photos, signatures, and timestamps to reduce disputes and accelerate invoicing. Clear wait-time rules, SLA-backed reliability, and performance dashboards for on-time rates, dwell time, and lane metrics provide transparency and control. Trucksy is building a modern, data-driven logistics ecosystem that values service quality and operational excellence. Role Description The Customer Service Representative is a full-time, on-site role based in Al Muhammadiyya. In this position, the representative will handle inbound and outbound communications with shippers, carriers, and drivers via phone, email, and chat, ensuring timely and accurate responses to inquiries and issues. Daily tasks include managing order and booking details, updating shipment status, coordinating with operations teams, and guiding users through platform features such as tracking and ePOD. The role involves monitoring service levels, documenting interactions, escalating complex problems when necessary, and following up to confirm resolution and customer satisfaction. The representative will also gather feedback, identify recurring issues, and contribute suggestions to improve processes and the overall customer experience. Qualifications
• Proven skills in customer service and customer support, with the ability to handle inquiries and issues professionally and efficiently.
• Experience enhancing customer satisfaction and customer experience, including managing expectations and following up on resolutions.
• Background working as a Customer Service Representative or in similar customer-facing roles in logistics, transportation, or technology is preferred.
• Strong communication skills in spoken and written formats, with clear, respectful, and inclusive interaction across diverse stakeholders.
• Ability to work on-site in Al Muhammadiyya, manage multiple tasks, and stay organized in a fast-paced environment.
• Comfort using digital tools, dashboards, and CRM or ticketing systems; familiarity with GPS tracking or logistics platforms is a plus.
• Problem-solving mindset, attention to detail, and commitment to reliability and service quality.
• Relevant education or training in business, communication, or a related field is advantageous.