Bilingual Contact Center Representative

hace 4 semanas

Mexico City Metropolitan Area A.P. Moller - Maersk A tiempo completo

The contact center representative will contribute to building great customer experience moments by providing a world-class service via inbound and outbound calls. The representative will own the resolution to last mile delivery problems, assuring customer satisfaction throughout this phase of the logistics journey. This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can generate genuine connections with customers, and are passionate about customer experience.

Key Responsibilities:

- Provide world-class customer experience via inbound and outbound calls.
- Resolve last-mile delivery logistics problems, assuring customer satisfaction.
- Coordinate communication between customers, delivery teams, stores, and/or warehouses.
- Meet customer service KPIs targets.
- Comply with additional activities assigned, such as Proof of Delivery Tracking, chat, email, or case assignment.
- Demonstrate loyalty to the A.P. Moller – Maersk Group Core Values and Character.

Requirements:

- English Level C1 required
- High School Diploma or equivalent required (bachelor’s degree preferred).
- Minimum 2 years of contact center experience (knowledge in retail is a plus).
- Customer Service and/or direct call handling experience.
- Last Mile logistics and/or transportation industry knowledge preferred.
- Ability to work standard work shift between 5 AM – 12 AM (MX) and have flexibility to work holidays and weekends.
- Ability to go to the office in hybrid model (3 times a week) if scheduled between 7 am to 7 pm; if outside of that timeframe, it is work from home.

Technical Skills and Competencies:

- Excellent MS Office proficiency (Excel, Word, and Outlook).
- Self-motivated and independent work style.
- Ability to work successfully across organizational lines.
- Good verbal, written, and presentation skills.
- Ability to communicate efficiently and provide precise details.
- Organizational and time management skills (multi-tasking and prioritizing).
- Customer-focused and solutions-oriented.

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