Call Center Customer Service Representative

About the role

You will join a US‑based multinational client as a Customer Care Representative, helping turn everyday callers into enthusiastic brand advocates. The position focuses on delivering high‑quality support to US shippers via phone.

Key responsibilities

• Handle inbound calls related to bookings, account setup, quotes and shipment status.
• Assist customers with bookings, account creation and basic onboarding following defined guidelines.
• Resolve complaints and service issues, aiming for first‑call resolution and high satisfaction.
• Manage and track customer cases, ensuring timely follow‑up and closure within SLAs.
• 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

• 6 months to 5 years of relevant customer‑support experience, preferably in a voice environment.
• Excellent phone etiquette and strong verbal, written and interpersonal communication skills.
• Ability to multitask, organize work and prioritize tasks effectively.
• Customer‑focused mindset with empathy and problem‑solving ability.
• Comfortable working in a fast‑paced, target‑driven environment.

Required skills

• Proficiency with basic computer applications (MS Office).
• Experience using CRM tools.

What we offer

• Attractive remuneration package.
• Supportive and inclusive work environment.