Customer Care Representative (Night Shift)

About the role

We are looking for a dedicated Customer Care Representative to join our night‑shift team. In this permanent position you will support US‑based shippers by handling inbound calls, managing bookings, account creation and providing quotes while ensuring a high‑quality customer experience.

Key responsibilities

• Handle inbound calls related to bookings, account setup, quotes and shipment status.
• Assist customers with basic onboarding, account creation and booking processes.
• Resolve complaints and service issues with a focus on first‑call resolution.
• Manage and track customer cases, ensuring timely follow‑up and closure within SLA targets.
• Identify potential service failures and take proactive steps to prevent recurrence.
• Escalate complex or high‑impact issues to senior team members with proper documentation.

Required profile

• Strong verbal and written communication skills for US‑based customer interactions.
• Customer‑focused attitude with empathy and problem‑solving abilities.
• Experience in a voice‑oriented customer support environment.
• Ability to manage multiple cases simultaneously while meeting SLA deadlines.
• Detail‑oriented with a commitment to accuracy and compliance.
• Comfortable working in a fast‑paced, target‑driven setting.

Required skills

• Proficiency in MS Office.
• Experience using CRM tools.