Key Responsibilities

• Serve as the first point of contact for customers by responding to general inquiries via phone, email, and chat.
• Provide accurate information regarding products, services, orders, shipments, and account-related concerns.
• Resolve basic customer inquiries efficiently while delivering a professional and positive customer experience.
• Escalate complex or unresolved issues to the appropriate support team following established procedures.
• Accurately document customer interactions, inquiries, and resolutions in the CRM or customer support system.
• Collaborate with internal teams to ensure timely resolution of customer requests and maintain service quality.
• Follow company policies, service standards, and established workflows to achieve customer satisfaction goals.
• Continuously learn product knowledge, systems, and processes to provide effective customer support.

Qualifications

• Previous experience in Customer Service, Call Center, Client Support, or a similar customer-facing role is preferred but not required.
• Fluent in English; proficiency in Spanish is a strong plus.
• Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is a strong advantage.
• Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
• Strong active listening, communication, problem-solving, and customer service skills.
• Comfortable handling customer inquiries through phone, email, and live chat.
• Quick learner with the ability to adapt to new systems, tools, and processes.
• Highly organized with strong attention to detail and the ability to multitask in a fast-paced environment.
• Proficient in using computers, CRM systems, and multiple software applications simultaneously.
• Positive, customer-focused attitude with a commitment to delivering exceptional customer experiences.
• Reliable, dependable, and interested in building a long-term career in customer service.