Customer Care Associate

UPELA is part of the Redspher Group, the European leader in premium freight, consists of the following brands, all specialized in time-sensitive delivery: Easy4Pro, Easy2Go, Rubiwin, Flash, Schwerdtfeger and SpeedPack Europe, and Upela.

It is a dynamic start-up founded in 2008 and growing. Its objective is to revolutionize the messaging sector: centralize, compare and optimize shipments from individuals and micro-businesses / SMEs, with negotiated and advantageous carrier offers. The company also offers a transport management system (SaaS): a tool that allows professionals to centralize their shipments, simplify their management and therefore optimize their logistics expenses.

What You'll Do:

• Resolve customer contacts through various support modalities including inbound and outbound calls, email, and tickets

• Complete proactive outreach via phone and email to support Carriers

• Investigate case details to determine the root cause of issues

• Communicate quickly and effectively to internal and external stakeholders

• Escalate urgent issues in order to drive them to resolution

• Complete thorough documentation and notation on customer profiles

• Provide feedback to leadership and program teams regarding processes and daily run that can be improved.

Basic Qualifications

• Proven ability to develop deep customer empathy and articulate customer problems.

• Strong written and verbal communication skills, including the ability to express yourself with confidence and diplomacy and develop effective written communication for a variety of audiences;

• Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users

• Strategic problem solving - Use of multiple resources to inform and support critical decisions

• Excellent organization - Optimally prioritize work to target the highest-impact issues first. Balance attention to detail with swift execution

• Optimism - You are motivated by a challenge, and you approach problems with a positive attitude

• Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations

• A desire to learn, highly motivated self-starter, with an eagerness to learn and grow

• High flexibility - When the only constant is change, you're ready to roll with the punches and pivot quickly from one support experiment to the next

Preferred Qualifications:

• Secondary school education and other relevant qualifications

• A self-starter who can demonstrate independence of thoughts and actions (keenness for problem solving)

• Excellent French writing and speaking

• English understanding and writing.

• Experience in previous customer service role is required.

• Experience in the transport industry would be a plus.

• Support experience in a high-volume environment, such as service industries, retail, or hospitality