Customer Care Associate

Date:  Jun 4, 2024
Location: 

Vila Nova de Gaia, PT

Brand:  Upela

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

ABOUT THE COMPANY

ABOUT THE COMPANY

Flash is the privileged partner and supporter of innovative and dynamic industries. Since more than 40 years we fulfill the automotive industry’s requirements thanks to long lasting relationships built with the largest subcontractors in the sector.