Customer Success Agent

The Customer Success Associate supports customers by providing and processing information in response to inquiries, concerns and requests about a shipment. The Customer Success 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:

• Ensure that every customer receives the right support according to its needs

• Oversee and ensure conflict resolution either with carriers and/or customers

• Follow up the company processes and workflows in order to give full satisfaction to our customers

• Process weekly reports (KPI’s analysis) for submission to management

• Provide training to new customers and or suppliers

• Collaborate with the whole team with a continuous improvement approach

• Support the invoicing process of the company

• Managing the schedule for the team’s shifts according to the client needs.

• Following daily unsolved customer’s or carrier’s issues

• Ensuring the link with the Redspher support center

Competencies:

• Communication skills

• Autonomy / Independence

• Cost-conscious

• Customer oriented

• Negotiation skills

• Solution provider

• Team player

Skills:

• You speak fluent Spanish and English.

• Transport industry knowledge