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To serve as a point of contact between a AFS Transport and its customers, with the primary focus of ensuring customer satisfaction. A customer service representatives at AFS Transport are responsible for providing exceptional service to customers, managing orders and shipments, resolving issues, and maintaining positive relationships. Their role is essential in ensuring smooth operations, customer satisfaction, and the company's overall success.
Job Responsibility:
Serve as the primary point of for our customers, provide exceptional customer service through various channels such as phone, email, and live chat
Respond promptly and professionally to customer inquiries, concerns, and complaints
Provide accurate and detailed information about our services, pricing, options, and policies
Assist customers with placing orders, tracking shipments, processing payments, and resolving any transaction-related issues
Offer technical support and troubleshooting assistance to customers
Build and maintain strong customer relationships
Collaborate closely with internal teams to relay customer feedback, suggestions, and concerns
Identify opportunities to upsell or cross-sell additional services to customers based on their needs and preferences
Meet and exceed individual and team targets for customer satisfaction, response time, and quality of service
Track and trace shipments and update customers where needed
Requirements:
High school diploma or equivalent
additional education or certification in customer service is a plus
Proven experience in a customer service role, preferably in a fast-paced environment
Exceptional communication skills, both written and verbal
Strong problem-solving and conflict resolution abilities
Excellent active listening skills and the ability to empathize with customers' concerns
Proficient computer skills, including experience with CRM software and Microsoft Office Suite
Ability to multitask, prioritize workload, and work well under pressure to meet deadlines
Positive attitude, self-motivated, and a team player with a strong work ethic
Flexibility to work varying shifts, including weekends and holidays, as required
Answer incoming calls in a prompt professional manner
Route qualified opportunities to the appropriate or Sales Rep for further development and closure
Accurately enter touch points and transactions in our Customer Relations and Transport Management software system
What we offer:
Competitive salary and benefits package
Opportunities for professional growth and advancement
A collaborative and supportive work environment that values teamwork and encourages creativity and innovation
Ongoing training and development opportunities
The chance to be part of a company dedicated to delivering exceptional service and driving success in the transportation industry