Customer Support Specialist Ii

hace 3 semanas

Monterrey, México Transplace de Mexico A tiempo completo

**Vacante para la empresa Transplace de Mexico en Monterrey, Nuevo León**:
**Uber Freight**is looking for your talent

We are looking for a**Customer Support Specialist**.

**Description**:
Carrier Support Representatives for Uber Freight’s Digital Brokerage work to improve the carrier experience by providing quality resolutions on live load issues. In this role, you will work through a queue of escalations with primary objectives being fast resolution times, professional, carrier-first communication, and industry-leading problem solving in real time.

**What You’ll Do**:

- Be a Problem Solving Expert: Provide carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the carrier’s issues in a timely manner
- Serve as a stakeholder to our Account Management teams and provide feedback around how we can improve carrier, facility and customer communications to generate quicker resolution times
- You are the front line to our carrier network - understand their needs and what the problem is and work with them to provide timely solutions for live load issues
- A Call First Mentality: Must be prepared to make calls to both facilities and carrier network that will help resolve escalations quickly and efficiently
- Able to prioritize actions taken on escalations based on level of urgency

**Tasks include**:

- Receive carrier support escalation and quickly understand the load issue
- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space
- Proficiency with internal tools, processes, SOPs
- Deliver final resolution to the carrier, clearly document what steps were taken to solve
- Prioritize multiple escalations at once

**Basic qualifications**:

- 12 months work experience with customer interaction and communication, logistics experience preferred
- Excellent English language skills - verbal and written
- Bachelor’s degree - in progress or complete
- Schedule TBD

**Nível de educación deseada**:
Superior - titulado

**Nível de experiência deseada**:
Nível Experto

**Función departamental**:
Logística / Transporte

**Industria**:
Transporte, Logística, Cadena de Suministro

**Habilidades**:

- customer service
- advanced english
- excelent comunication
- logistics

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