Customer Service Representative - Call Center

Customer Service Representative - Call Center

The Customer Service Representative - Call Center will be responsible for the initial contact with our import and export customer. Providing outstanding customer service involves understanding the needs and expectations of our customers and going above and beyond to meet them. This role is responsible for the issuance of export bookings, [WC1.1] questions regarding Imports (Arrival Notice, Last free Day, container status), Release and Documentation (Shipping Instructions, Correctors, Release).

[WC2.1] The role responsibilities include, requires patience, empathy, and a deep knowledge of our products and service offerings.

• Manage inbound calls in a timely manner
• Identify customers’ needs, clarify information and provide solutions
• General Customer Service Duties as required for each customer interaction
• Identify and escalation priority issues to appropriate departments
• Follow up on customer interactions when necessary
• Document all call information according to standard operating procedure
• Maintain a high level of professionalism with customers and working to establish a positive rapport with every caller
• Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines.
• Any other duties as assigned

• High school diploma or general education degree (GED)
• One to Two years of Import, Export, Operations or Logistics experience and/or training
• Excellent soft skills
• Previous Call center Experience

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.