Customer Service Representative

Principle Accountabilities 
 • Improve customer service experience, create engaged customers and facilitate organic growth while 
ensuring the overall satisfaction and loyalty of all customers. 
• Ensure all customer emails are acknowledged to within 2 hours of receipt with resolution to 
question/concerns within 24 hours 
• communicate any delays to operations management and/or customer 
• Work with other CSRs to assist on their customers when required 
• Take ownership of customers issues and following problems through to resolution; escalate to 
management when required 
• Ensure the monthly invoicing is completed as per prescribed schedule. 
• Maintain a clean, safe, and healthy work environment by establishing, following, and enforcing standards 
and procedures 
• Demonstrate our culture and Rhenus values in the daily operations 
• Track additional services requested by clients 
• Assist operations with claim records 

Education & Work Experience Requirements / Skills 
 • Bachelor’s degree in business administration or related field 
• Strong troubleshooting and multitasking skills 
• Good communication skills and etiquitte, both verbal and written 
• Ability to multitask and prioritize 
• Detail oriented, responsible and accountable 
• Ability to maintain goal oriented focus in a busy work environment 
• Good understanding of customer deliverables and the impact of failure / cost of poor quality 
• Strong analytical and problem solving skills and able to establish logical practical solutions 
• Strong people skills 
• Computer literate with good numeric skills 
• Customer service orientation 
• Able to work additional hours as required based on operational needs 
• Microsoft office experience