What are the responsibilities and job description for the Customer Service Coordinator - Export Contact Center position at ZIM Integrated Shipping Services?
Main Purpose of the Role
The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes creation and maintenance of bookings as well as export documentation enquiries.
Main Tasks
The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes creation and maintenance of bookings as well as export documentation enquiries.
Main Tasks
- Answers incoming customer calls and emails and acts as a concierge to guide the customer through its experience with ZIM.
- Creates and modifies export bookings based on customer needs and availability as determined through consultation with the booking tool.
- Coordinates solutions to documentation 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.
