Job Description
ZigZag is looking for outstanding Customer Service Representatives!
The Customer Service Representative serves as the first point of contact for our clients’ customers, responsible for delivering exceptional customer experiences while maintaining high service standards. This role focuses on providing efficient, professional service through multiple communication channels while ensuring KPIs and business objectives are met.
By using resources and problem-solving skills, the Customer Service Pro-active agent is responsible for resolving any orders that have any operational/tech issues in accordance with the company process and procedures.
Key Responsibilities
Customer Communication
- Be the friendly voice handling customer calls, chats, and emails
- Keep communications professional and friendly with both customers and team members
- Respond promptly to all customer inquiries while maintaining a personal touch
- Master our shipping and tracking systems to provide efficient support
Problem Resolution
- Turn frustrated customers into happy ones by solving shipping problems
- Think creatively to find solutions for unique customer situations
- Take ownership of issues from first contact to final resolution
- Know when and how to escalate complex problems
Order Management & Documentation
- Keep detailed, accurate notes for every customer interaction and order
- Monitor and resolve any surcharges until cleared
- Process refunds and claims according to company policies
- Help customers with quotes, bookings, and cancellations
System & Data Management
- Update and maintain accurate customer records in our CRM
- Keep customer data secure and confidential
- Track parcels and provide accurate delivery status updates
- Process shipping information efficiently in our systems
Professional Development & Quality
- Attend and actively participate in all training sessions
- Submit quality scorecards to QA by required deadlines
- Stay current with shipping services and company procedures and updates on the website
- Meet or exceed quality and performance standards
Requirements
- Minimum 1 year of customer service experience
- Experience in logistics, courier, or transportation industry preferred
- Proficient in Microsoft Office applications
- Strong typing and data entry skills
- Excellent verbal and written communication skills
- Experience with CRM systems
- Strong verbal & written skills
- Active listening skills are essential
- Ability to work within a team environment
- Well-developed personal communications skills
- Ability to address customer concerns/issues and provide problem solving resolution
- Must be available for 1 week onsite training
ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.
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