Customer Service Coordinator - Export Contact Center

Description

Main Purpose of the Role:

The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes creation and maintenance of bookings as well as export documentation enquiries.

Main Tasks:

• Answers incoming customer calls and emails and acts as a concierge to guide the customer through its experience with ZIM.
• Creates and modifies export bookings based on customer needs and availability as determined through consultation with the booking tool. 
• Coordinates solutions to documentation issues for customers.
• Requires fielding a large volume of incoming calls from ZIM's client base while maintaining a professional and courteous demeanor 
• Makes necessary outgoing calls when required to follow up on outstanding issues.
• Performs various miscellaneous customer requests.
• Assists with special projects aimed at improving efficiency and customer outcomes.
• Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines
• Any other duties as assigned.

Requirements

• High school diploma or general education degree (GED); 

• One year related experience and/or training in a service related industry; or equivalent combination of education and experience.

• Excellent Soft skills

• Previous call center experience preferred.