Customer Service Coordinator

4 weeks ago


Virginia Beach, United States ZIM Full time
Description

Main Purpose of the Role:

The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes creation and maintenance of bookings as well as export documentation enquiries.

Main Tasks:

  • Answers incoming customer calls and emails and acts as a concierge to guide the customer through its experience with ZIM.
  • Creates and modifies export bookings based on customer needs and availability as determined through consultation with the booking tool.
  • Coordinates solutions to documentation issues for customers.
  • Requires fielding a large volume of incoming calls from ZIM's client base while maintaining a professional and courteous demeanor
  • Makes necessary outgoing calls when required to follow up on outstanding issues.
  • Performs various miscellaneous customer requests.
  • Assists with special projects aimed at improving efficiency and customer outcomes.
  • Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines
  • Any other duties as assigned.

Requirements
• High school diploma or general education degree (GED);
• One year related experience and/or training in a service related industry; or equivalent combination of education and experience.
• Excellent Soft skills
• Previous call center experience preferred.

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