Customer Care Associate

Short Description: 

The Customer Care  Associate supports customers by providing and processing information in response to inquiries, concerns and requests about a shipment. The Customer Care Associate is the front line support for customers and carriers and helps to ensure that processes and quality standards are applied. The ultimate goal is to provide the best customer experience and improve the quality of service.

Job Responsibilities:

• Maintain a high level of customer service by responding promptly to customer (Shippers & Carriers) queries in line with processes and service Level agreement.

• Ensure customer (Shippers & Carriers) satisfaction and provide professional customer support.

• Ensure that deliveries orders are managed and executed on time in the most efficient way with the highest quality standards

• Proactively monitor customer shipments to identify, record, address and prevent potential issues through the usage of the SFU Tool.

• Proactively resolve potential issues that may impact customer (Shippers & Carriers) experience and delivery performance.

• Escalate possible issues or deviations in a timely manner to provide customers with continuous, proactive and accurate information.

• Acknowledge and manage customer queries and complaints.

• Process modifications, cancellation & additional costs administration.

• Keep records of customer interactions, transactions, comments, and complaints.

• Identify continuous improvement opportunities and provide feedback for process improvement.

• Report and record all non-conformities through the internal quality tool (NCR).

• Acknowledge and handle customer complaints, provide appropriate solutions and alternatives within the time limits.

• Follow up on corrective actions undertaken in order to ensure smooth issue resolution.

• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.

• Communicate and coordinate with internal departments (Front Office, Middle Office, Rubiwin, ...).

• Provide support to other departments when needed (Front & Middle office).

Competencies:

• Excellent interpersonal and communication skills

• A customer oriented approach: maintain a positive, empathetic and professional attitude towards customers at all times

• High attention to detail and proven ability to manage multiple, competing priorities simultaneously

• Excellent time management and organizational skills

• Ability to work in a fast-paced environment: able to work under pressure and to prioritize tasks.

• Creative with qualitative problem-solving skills

• Quick decision-making skills

• Ability to stay patient and calm when customers are stressed or upset

• Passionate about delivering a first-class customer service experience

• Ability to work in a team with a positive attitude

Skills:

• Excellent written and verbal in French (other European languages are considered as a plus)