Customer Service Representative

Main purpose of the role
The Customer Service representative will be responsible for answering various customer inquiries over the phone and through written email interactions with positivity and a Can-Do approach. The role requires you to answer questions relating to cargo, track and trace cargo movements, schedule inquiries, invoicing and solving at times complex issues for customers to ensure the timely reception / shipping of their cargo from all over the world.
Key responsibilities

• Effectively manage incoming calls and provide excellent customer service by identifying and assessing customers' needs and providing accurate, valid and complete information
• Responding to all types of queries via email and entering notes / making adjustments to customer profiles as needed in ZRM + coding call categories for tracking purposes

• High school diploma or general education degree (GED)
• One-year related experience and/or training; or equivalent combination of education and experience
• Bilingual an asset but no required (English strong written and verbal a must)
• Computer Literacy (word, excel, outlook)
• Ability to maintain working hours in different time zones for back up on occasion (particularly Pacific Time one)

The Customer Service department ensures our customers receive the best experience and personal touch, by defining work processes, conducting professional training, and developing digital tools facilitating business with ZIM.

Our teams work to differentiate ZIM from its competitors as the most customer-centric carrier in the industry.