Customer Service Representative

ZIM Integrated Shipping Services Ltd.; Toronto; On-site; CAD 36,000 - 48,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. is seeking a Customer Service representative to handle inbound calls and email inquiries with a positive Can-Do attitude.

You will respond to cargo-related questions, track and trace movements, and assist with invoicing and schedule inquiries to ensure timely reception or shipping of cargo worldwide. The role requires strong English communication, a high school diploma or GED, and the ability to work across time zones; bilingualism is an asset though not

Qualifications

• High school diploma or GED.
• 1 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 (Pacific Time)

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

Skills

Customer service

Communication

Time management

Education

High school diploma or GED

Tools

Word

Excel

Outlook

ZRM

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)

The Customer Service department ensures our customers receive the best experience and personal touch, by defining work processes, conducting professional training, and developing digital tools facilitating business with ZIM.

Our teams work to differentiate ZIM from its competitors as the most customer-centric carrier in the industry.