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 Agent CX 
 
 
 
 

 
 

 
 

 

 

 
 
 
 

 

 

 

 
 
 
 
 
 

 
 

 

 

 

 Référence 

 161587 
 

 
 

 Localisation 

 Dakar /
 Sénégal 
 
 Expiration 

 13 Mai 2026 
 

 

 Offre visitée 

 694 fois 
 
 

 

 
 
 
 
 
 
 Catégories

 
 Achat, Supply Chain, Logistique, Transport 
 

 
 Transport, Logistique, Services postaux 
 
 .

 
 

 Description de l'offre 

 

 

 

 

 

Responsibilities

Customer Operations & Case Management

• Act as the senior point of contact for assigned customers across warehouse and multimodal transport operations

• Coordinate end to end order execution from origin to final delivery, including customs clearance, warehousing, air, road, and maritime transport

• Manage complex customer cases, escalations, and service exceptions

• Ensure service delivery is aligned with SLAs, SOPs, and contractual commitments



Warehouse & Logistics Coordination

• Coordinate inbound, storage, handling, picking, packing, and outbound warehouse activities

• Ensure inventory accuracy, documentation compliance, and adherence to handling requirements

• Support customers with stock visibility, aging reports, and warehouse performance KPIs

Transport & Freight Management

• Follow up on bookings, departures, arrivals, customs clearance, and final delivery

• Coordinate with carriers, trucking partners, airlines, shipping lines, and agents

• Validate transport documentation (BL, AWB, CMR, invoices, packing lists, etc.)

• Ensure compliance with customs, trade, and regulatory requirements



Customer Communication & Performance

• Provide proactive, accurate, and timely communication to customers

• Support MBRs, QBRs, performance reviews, and customer meetings

• Act as a customer advocate internally, ensuring issues are addressed at root cause level

• Support junior CX agents through guidance, coaching, and knowledge sharing

Continuous Improvement & Quality

• Monitor and analyse service KPIs (OTIF, lead time, claims, customer satisfaction)

• Identify recurring issues and drive corrective and preventive actions

• Contribute to process improvements, standardisation, and digital initiatives

• Support best practice implementation across customer experience operations

Billing & Documentation Support

• Ensure accuracy and timeliness of billing triggers

• Support resolution of complex billing disputes

• Maintain high standards of documentation accuracy and system updates



Job requirements 

• A Bachelor’s degree in Logistics, Supply Chain, Business, or a related field

• 3-5 years’ experience in customer experience, logistics operations, freight forwarding, or supply chain environments

• Strong knowledge of warehouse operations and multimodal transport (air, road, maritime)

• Good understanding of international trade and shipping documentation

• Proven experience handling customer escalations and complex cases

• Strong stakeholder management and communication skills

• Ability to work in a fast paced, KPI driven environment

• Strong problem solving, prioritisation, and decision making capability

• Comfort working with standardised processes, systems, and digital tools




 
 

 

 

 

 

 
 
 
 

 

 

 

 
 
 
 

 
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<h2>Job Details</h2>
<ul>
  <li><strong>Country :</strong> Sénégal</li>
  <li><strong>Contract Type :</strong> Permanent Contract</li>
</ul>

Agent CX in Sénégal. Permanent Contract contract.

Agent CX in Sénégal 2026

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 } Référence 161587 Localisation Dakar /
 Sénégal Expiration 13 Mai 2026 Offre visitée 385 fois Catégories Achat, Supply Chain, Logistique, Transport Transport, Logistique, Services postaux . Description de l'offre Responsibilities Customer Operations & Case Management •	Act as the senior point of contact for assigned customers across warehouse and multimodal transport operations •	Coordinate end to end order execution from origin to final delivery, including customs clearance, warehousing, air, road, and maritime transport •	Manage complex customer cases, escalations, and service exceptions •	Ensure service delivery is aligned with SLAs, SOPs, and contractual commitments Warehouse & Logistics Coordination •	Coordinate inbound, storage, handling, picking, packing, and outbound warehouse activities •	Ensure inventory accuracy, documentation compliance, and adherence to handling requirements •	Support customers with stock visibility, aging reports, and warehouse performance KPIs Transport & Freight Management •	Follow up on bookings, departures, arrivals, customs clearance, and final delivery •	Coordinate with carriers, trucking partners, airlines, shipping lines, and agents •	Validate transport documentation (BL, AWB, CMR, invoices, packing lists, etc.) •	Ensure compliance with customs, trade, and regulatory requirements Customer Communication & Performance •	Provide proactive, accurate, and timely communication to customers •	Support MBRs, QBRs, performance reviews, and customer meetings •	Act as a customer advocate internally, ensuring issues are addressed at root cause level •	Support junior CX agents through guidance, coaching, and knowledge sharing Continuous Improvement & Quality •	Monitor and analyse service KPIs (OTIF, lead time, claims, customer satisfaction) •	Identify recurring issues and drive corrective and preventive actions •	Contribute to process improvements, standardisation, and digital initiatives •	Support best practice implementation across customer experience operations Billing & Documentation Support •	Ensure accuracy and timeliness of billing triggers •	Support resolution of complex billing disputes •	Maintain high standards of documentation accuracy and system updates Job requirements •	A Bachelor’s degree in Logistics, Supply Chain, Business, or a related field •	3-5 years’ experience in customer experience, logistics operations, freight forwarding, or supply chain environments •	Strong knowledge of warehouse operations and multimodal transport (air, road, maritime) •	Good understanding of international trade and shipping documentation •	Proven experience handling customer escalations and complex cases •	Strong stakeholder management and communication skills •	Ability to work in a fast paced, KPI driven environment •	Strong problem solving, prioritisation, and decision making capability •	Comfort working with standardised processes, systems, and digital tools //
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Agent CX à Sénégal — Prendre en charge les responsabilités inhérentes au poste avec efficacité.

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