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Customer Service Representative

We are seeking an experienced and professional Customer Service Representative to join our team. The ideal candidate must have excellent English speaking and writing skills, solid experience handling customer complaints, and the ability to diffuse challenging situations with confidence and professionalism.

Key Responsibilities:

Manage inbound and outbound customer communications via phone, email, and live chat.
Handle customer complaints with tact and professionalism, ensuring swift resolution.
Effectively de-escalate difficult situations and turn negative experiences into positive outcomes.
Follow detailed procedures and company protocols to resolve customer issues.
Accurately document customer interactions and resolutions in the company system.
Provide delivery updates, manage bookings, and address inquiries promptly.
Collaborate with other departments to ensure seamless operations and customer satisfaction.
Identify recurring customer issues and suggest improvements to processes where applicable.

Key Requirements:

Excellent English communication skills (both spoken and written).
Proven experience managing customer complaints and resolving conflicts effectively.
Strong interpersonal and problem-solving skills with a calm and professional demeanor.
Ability to follow documented procedures exactly without deviation.
High attention to detail and ability to multi-task in a fast-paced environment.
Prior experience in a customer service role, preferably in logistics or a similar industry.
Flexibility to work shifts, including nights (night allowance provided).
Proficiency in using CRM systems, email, and other office software.

What We Offer:

Competitive salary with additional night allowance for hours worked between 6 pm and 6am.
Travel allowance for staff based at and actively working from one of our offices
Comprehensive training to ensure success in handling customer interactions.
Opportunity for growth and development within a fast-paced logistics company.
Supportive and collaborative team environment.

Working Hours: