Client Relations Specialist

1 week ago

Miami, Florida, United States PayCargo, LLC Full time
Job Overview

About PayCargo, LLC

PayCargo, LLC stands as the foremost digital platform for air and cargo payments across North America. With a base in Miami, the company is experiencing rapid growth and is expanding its reach internationally. Recently, PayCargo secured $125 Million in its Series B funding round to propel this expansion. The company's vision is to establish itself as the leading global platform for all B2B freight payments, representing a multi-billion-dollar opportunity.

Utilizing patented technology, PayCargo enables shippers and freight-forwarders to expedite cargo movement while minimizing overall shipping costs. The platform delivers essential cargo payment services for major ocean carriers and air cargo providers, along with thousands of terminals and CFS stations.

PayCargo simplifies the process with the motto: Ship, Click, Pay.


Role Overview:

The Customer Experience Representative is responsible for delivering exceptional customer service through various communication channels, including email and phone. This role aims to retain existing customers while fostering new business opportunities by providing professional and efficient service, along with recommendations for additional services and products tailored to customer needs.

Key Responsibilities:

  • Provide customers with account details, including email addresses and login information.
  • Assist customers in reconciling their accounts and ensuring payments to vendors are applied correctly.
  • Follow up on process cases, such as refunds.
  • Resolve customer complaints, concerns, and inquiries in a timely manner.
  • Build trust and effective relationships with customers by understanding their needs and educating them on the PayCargo system and services.
  • Address requests for account closures, understanding the reasons and offering alternatives.
  • Stay informed about updates to the PayCargo system and related initiatives.
  • Support marketing campaigns and product launches.
  • Respond to tickets daily and maintain accurate records of work hours.
  • Identify new business opportunities and refer customers to appropriate internal teams.
  • Prepare reports as necessary.
  • Perform additional duties as assigned by management.

Qualifications for Success:

  • One to two years of relevant experience or equivalent.
  • Strong customer service skills.
  • Excellent verbal and written communication abilities.
  • Proficiency in Salesforce, RingCentral, and Microsoft Office Suite.
  • Commitment to high standards and excellence.
  • Strong organizational skills with the ability to manage priorities effectively.
  • Ability to work independently and collaboratively within teams.
  • Capability to follow written and verbal instructions accurately.
  • Professional demeanor and appearance.
  • Ability to perform clerical functions and basic accounting tasks.
  • Effective communication skills across diverse backgrounds.
  • Fluency in the primary language(s) used in the workplace; multilingual skills are a plus.
  • Attention to detail and adaptability to changing priorities.

Core Competencies:

  • Commitment to Excellence: Strives to exceed standards and achieve exceptional results.
  • Customer Focus: Prioritizes identifying and meeting customer needs.
  • Planning & Organization: Sets clear goals and efficiently organizes tasks.
  • Effective Communication: Delivers information clearly and listens attentively.
  • Decision Making: Makes informed choices based on analysis and experience.
  • Team Collaboration: Works cooperatively to achieve shared objectives.
  • Accountability: Takes responsibility for commitments and actions.
  • Analytical Skills: Breaks down complex issues to draw accurate conclusions.

Experience and Education:

An Associate's degree or equivalent, along with one to two years of related experience or a combination of education and experience.


What We Provide:

Our compensation package includes a competitive salary and bonus structure. We prioritize your well-being and work-life balance, offering vacation, sick leave, personal time off, and a generous 401K match.

Your success at PayCargo is determined by your impact and collaboration with various teams. We empower all employees to take ownership of their learning and development in a collaborative and efficient environment.

PayCargo is an equal opportunity employer, committed to diversity and inclusion in the workplace.

  • We are proud to be an equal-opportunity employer.

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