Main Purpose of the Role:

The Import Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes answering general import enquiries and acting as an intermediary between customers and other internal groups.

Main Tasks:

Answers incoming customer calls and emails and acts as a concierge to guide the customer through its experience with ZIM.

Provides information about container availability, last free day and vessel arrival.

Coordinates solutions to documentation and logistics issues for customers.

Requires fielding a large volume of incoming calls from ZIM's client base while maintaining a professional and courteous demeanor .

Makes necessary outgoing calls when required to follow up on outstanding issues.

Performs various miscellaneous customer requests.

Assists with special projects aimed at improving efficiency and customer outcomes.

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 year related experience and/or training in a service related industry; or equivalent combination of education and experience.
• Excellent Soft skills
• Previous call center experience preferred.