Customer Service Representative

ZIM Integrated Shipping Services Ltd.; Montreal; On-site; CAD 36,000 - 60,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. in Montreal is seeking a Customer Service representative to handle customer inquiries by phone and email, assisting with cargo questions, track and trace cargo movements, invoicing, and scheduling to ensure the timely reception and shipping of cargo worldwide.

The role requires a high school diploma, approximately one year of related experience, strong English written and verbal skills, and proficiency with Word, Excel, and Outlook.

Qualifications

• Handle customer inquiries via phone and email with positivity.
• Use ZRM for tracking and coding call categories.
• Assist with invoicing and scheduling to ensure timely cargo reception/shipment.
• Ability to work across different time zones as needed (Pacific Time backing).

Responsibilities

• Effectively manage incoming calls and provide excellent customer service by identifying and assessing customers' needs and providing accurate information.
• Responding to all types of queries via email and updating customer profiles in ZRM.

Skills

Customer service

Strong English

English written & verbal

Time zone flexibility

Education

High school diploma or GED

Tools

Word

Excel

Outlook

Job description

Main purpose of the role

The Customer Service representative will be responsible for answering various customer inquiries over the phone and through written email interactions with positivity and a Can-Do approach. The role requires you to answer questions relating to cargo, track and trace cargo movements, schedule inquiries, invoicing and solving at times complex issues for customers to ensure the timely reception / shipping of their cargo from all over the world.

Key Responsibilities

• Effectively manage incoming calls and provide excellent customer service by identifying and assessing customers' needs and providing accurate, valid and complete information
• Responding to all types of queries via email and entering notes / making adjustments to customer profiles as needed in ZRM + coding call categories for tracking purposes

Requirements

• High school diploma or general education degree (GED)
• One-year related experience and/or training; or equivalent combination of education and experience
• Bilingual an asset but no required (English strong written and verbal a must)
• Computer Literacy (word, excel, outlook)
• Ability to maintain working hours in different time zones for back up on occasion (particularly Pacific Time one)