Job Description

We 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


Requirements:



You will need to have :

Academic education: Graduate Minimum7 to 8 year in Shipping Good Communication Skills


Function:


Countries & Business Development



Publish in Internal Career Page:


Yes