Job Description

We offer

• This role is great for an individual who thrives within a fast paced, performance driven environment. With an exposure to internal and external stakeholders, you will be part of a talented, diverse team where your voice and ideas will be heard, and you can really make a difference.
• This role will provide constant challenge, and the scope to learn in an open and friendly atmosphere. It is an opportunity to join a company that values employees, with a strong focus on continuous improvement and personal development.
• Working as a Customer Experience Agent, this is an exciting opportunity to contribute to the growth and success of company, a leading provider within the Shipping industry.

Key responsibilities

• You own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
• Showing pride and passion, customer satisfaction and loyalty will be maintained through effective handling of escalated situations and complaints across several communication channels.
• You will ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer.
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen.
• Delivering proactive customer service, you will track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives.
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Acting as a primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers.
• You will use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services.

Required Knowledge, Skills, and Abilities

• A strong customer service background, with proven success in a similar role.
• You will have a passion for customer satisfaction and service excellence. Shipping experience is not essential.
• The ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus.
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems.
• Strong working knowledge of Microsoft applications – Excel, Word and Outlook.
• A collaborative, team player; Motivated by achieving results, and accustomed to high performance KPIs.
• A strong commercial awareness; able to secure sales through great service.
• An excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people.
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably.
• Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working.
• Continuously looking to innovate and look for new ways to improve the service we provide to our customers and increase business efficiency
• You will have a high sense of personal responsibility; committed to continual personal development.
• Someone who genuinely cares about people, is concerned about their customers and is empathetic to the problems of others.