Customer Care Representative

About the Role

We are looking for a Customer Care Representative to provide professional customer support, accurately document customer concerns, and promptly address client needs according to established service standards.

Key Responsibilities

Provide knowledgeable and professional support to customers and consignees, handling inquiries, calls, and escalations.
Book, create, edit, and update orders based on customer and consignee requirements.
Accurately enter and maintain order information across multiple systems and review customer transaction records.
Communicate order details and updates to drivers via phone calls, text messages, and dispatch software chat.
Troubleshoot issues, respond to customer concerns, and provide sales support when needed.
Maintain accurate customer information and complete basic documentation and management requests.
Manage competing priorities while maintaining professionalism, accuracy, and service quality.

Required Skills & Qualifications

Data entry experience and strong attention to detail.
Excellent customer service, troubleshooting, and problem-solving skills.
Proficiency in written and spoken English (C1+), including effective communication with customers, consignees, coworkers, and management.
Ability to handle demanding customers with professionalism and patience.
Strong organizational, multitasking, and prioritization skills.
Ability to communicate clearly, work independently, and maintain respectful, productive interactions.
Reliability, accountability, and a customer-focused attitude.

Technology & Software

Company and client-specific data entry portals.
Microsoft Outlook, Excel, web browsers, and standard business applications.
Phone, text messaging, and dispatch software chat tools.

Key Performance Indicators (KPIs)

Orders Created, Calls Taken, and Calls Made.
Consistent attendance, reliability, communication, and accountability.
Contribution to operational efficiency, business improvement, and sustainable company objectives.

Camera & Audio Requirements

This position operates in a live virtual work environment.
Candidates must remain connected to the designated workspace with their camera on and microphone enabled throughout the shift.
Candidates must be comfortable with continuous virtual collaboration and real-time communication.