Customer Service Representative - [U-345]

Customer Service Representative - [U-345]

15 Sep
Pune Division

15 Sep


Pune Division


This person will be primarily responsible for the day- to- day support of production applications in an e- commerce environment involving international ocean transportation with a focus on customer service. The person is also responsible for ensuring that he/she provides excellent customer service and support by understanding the customers operating demands and how the business unit is meeting those demands with its solutions.

Duties Responsibilities:

- Handle customer inquiries which will surface in CRM via 3 channels - LIVE CHAT, CALLS EMAILS.

- Focus to address customer inquiries to resolution and achieve high Customer Satisfaction.

- Customer Account end to end registration processing.

- Monitor production and test system shipping industry electronic transactions.

- Monitor production error notifications.

- Internal and external communication of EDI transaction errors.

- Manage problem escalation through to problem resolution.

- Provide training to customers over phone/WebEx.

- Accept and answer to all local carrier related issues via e- mail or phone.

- Act as Product specialist to maintain up- to- date product information and training materials (applied to specific representatives only).

Job Specifications:

Education Professional Qualifications:

- Associates or Bachelors Degree in Business preferred.

- Any Technical Degree/Diploma in Computer or Equivalent will be a plus .

Prior Experience:

- 2+ to 4 Years

Skills Qualities:

- Excellent Fluent communication skills (written oral)

- Service oriented, customer service minded

- Possess pleasant, yet assertive telephone personality with good listening skills

- Analytical, Problem solving skills

- Proficiency in MS Excel.

- Experience in EDI languages is a plus

- Fluency in any of these languages other than English/Hindi is a plus : French, Italian, Arabic, Russian, Portuguese, German, or Spanish.

- Experience in working on Salesforce is a plus

- Experience in transportation industry in Carrier Operations, Supply Chain Operations, Freight Forwarder or Customs Brokerage Operations is a plus.

Special Work Hours Requirement:

- 5- day work week, shift duty.

- Varied start/end times available to cover EMEA region.

- Flexible to work on weekends and holidays if needed.


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