International Bridge is an international company specialized in shipping large volume small packages. We are currently looking for Customer Service Agent to join our team.
Customer Service Agent is responsible for engaging with customers on behalf of the company. This role includes answering phone calls and emails from customers, to answer questions and resolve service problems. This position holder needs to maintain expert knowledge about company services to best help customers. It also includes proactive tracking and reporting to support service success before the issues are escalated.
Customer Service duties description:
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, through applying soft skills such as good listening, ability to use positive language and clear communication etc.
- Provide proactive customer outreach including offering support before customers even ask for help
- Follow up with clients to check that they’re still satisfied with the services
- Escalate operational/service issues and recommendations
- Diligently maintain call and email records.
- Prepare and analyze performance reports to ensure proactive problem-solving that will minimize the number of customers complaints
- Other analytics tasks per request of leadership team
- Fluency in English (verbal and written communication skills) is essential
- High school diploma or equivalent qualification
- Computer literacy, including proficiency in MS Office and the ability to learn new software quickly.
- Strong interpersonal skills and the ability to provide excellent customer service in a fast-paced environment
- Previous customer service experience is preferred but not required
- The second shift will typically start in the late afternoon to fit the US working hours. Specific shift timings will be provided during the selection process.
- Customer service training, skillset development
- Learning about US market and international shipping industry
- The opportunity to grow and shape the future of the company
- Being a part of a highly competent, collaborative, and international environment