Process Expert / Senior Process Expert - Inbound Process (Voice)

Customer Experience Agent
In this role, you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

Key Responsibilities - You will be expected to:

• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers business and promoting added value services

Who we are looking for - A candidate with the following attributes:

• Having good voice experience and ability to handle back-to-back inbound calls throughout a day/week/month with emails from owned customers
• A strong customer service background, with proven success in a similar role
• Passion for customer satisfaction and service excellence.
• Shipping experience is essential
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivated by achieving results, and accustomed to high performance KPIs
• Strong commercial awareness and good sense of communication
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude