Customer Service Representative - Call Center - #1404283

Main Purpose of the Role

The Customer Service Representative - Call Center will be responsible for the initial contact with our import and export customer. Providing outstanding customer service involves understanding the needs and expectations of our customers and going above and beyond to meet them. This role is responsible for the issuance of export bookings, questions regarding Imports (Arrival Notice, Last free Day, container status), Release and Documentation (Shipping Instructions, Correctors, Release). The role responsibilities include, requires patience, empathy, and a deep knowledge of our products and service offerings.

Main Tasks

Manage inbound calls in a timely manner

Identify customers' needs, clarify information and provide solutions

General customer service duties as required for each customer interaction

Identify and escalate priority issues to appropriate departments

Follow up on customer interactions when necessary

Document all call information according to standard operating procedure

Maintain a high level of professionalism with customers and work to establish a positive rapport with every caller

Take an active role in self-development by integrating coaching/feedback on performance into daily routines

Any other duties as assigned