Customer Service Representative

hace 3 días

Tlahuac, México ZIM A tiempo completo

Innovative Shipping Dedicated to You

Are you ready to join a global shipping company and work with people all around the world?

ZIM is an innovative company, agile and results-driven, using advanced digital tools to provide the best personalized customer experience - being at the right place, at the right time.

Main Role:
As CSR (Customer Service Representative - Front Office), you´re responsible for managing the Import shipments release functions and follow up, proactively identify issues to mitigate them in time, and bring an end-to-end Excellent customer experience, working closely with the customers as well as internal stakeholders. Maintain focus on customer perception, process efficiency/improvement and business growth.

Main Responsibilities:

- Act as the main point of contact for customer needs.
- Focal contact point between POL, POD, and stakeholders involved.
- Coordinate and resolve if any issue arises to enable smooth operation and cargo release, avoiding delays.
- Coordinating shipment operations in time with the stakeholders, to make the shipment arrives under the customer expectations.
- Take ownership of the customer issues and solve in an urgent and professional manner.
- Analytical thinking and problem-solving skills.
- Provide accurate follow up to the inland service requests and act as intermediary between the customer and the internal Landside team.
- Actively build strong relationships with customers, understand their business, needs, and desires to create a “tailor made” service.
- Be fully responsible for customer “Excellent” satisfaction.
- Proactively follow up and keep customers informed of any issue or changes in their shipments.
- Look for processes improvements and drive for service delivery excellence and increase business efficiency.
- Regularly create, review and update SOP´s
- Execution of the daily local activities.

**Requirements**:

- College diploma or above.
- Previous customer service or operation experience required.
- Experience working in Carrier or forwarder, or logistics industry is preferred.
- Accurate and able to produce quality work in a timely manner.
- Ability to adapt to changes in the work environment.
- High quality written and verbal communication skills.
- Good language skill in English

Function:
Countries & Business Development

Publish in Internal Career Page:
No

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