DescriptionWe Customer Service Booking Representative
Roles:
The Customer Service Booking Representative is in charge of handling all Booking related calls and e-mails from customers according to the defined SLA.
The Customer Service Booking Representative will handle all customers' requests from A-Z and will be in charge of handling all issues with all relevant interfaces
Responsibilities:
- Provide an excellent service experience to ZIM's customers
- Effectively manage incoming calls and e-mails
- Identify and assess customers' needs to achieve satisfaction
- Provide accurate, valid and complete information by using the correct methods/tools
- Handle inquiries, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Follow communication procedures, guidelines, policies & defined SLAs
- Make the extra effort to engage customers
- Deal with complicated queries until a complete & final solution is achived
- Work with multiple remote interfaces in order to promote the response to the customer
- Meet personal/team targets
Behavioral Characteristics Requirements:
- Customer orientation and ability to adapt/respond to different types of characters
- Strong personal skills and active listening abilities
- Excellent communication skills
- Ability to multi-task, prioritize, and manage time effectively
- Good interpersonal skills & assertiveness
- Ability to thoroughly investigate complex cases by going into details
- Ability to manage multiple tasks and maintain concentration and accuracy
- Ability to work on multiple systems
- Fluent English - reading and writing
- Team player
Other:
- Subordination: Customer Service Booking supervisor
- Service Team, other departments in the agency, other agencies, GSS
- Required systems: Finesse, CRM, iqship, ZIM's portal, ZIMformation
RequirementsYou will need to have :
- Academic education: Graduate
- Minimum7 to 8 year in Shipping
- Good Communication Skills
