Purpose

To serve as a point of contact between a AFS Transport and its customers, with the primary focus of ensuring customer satisfaction. 

Role

A customer service representatives at AFS Transport are responsible for providing exceptional service to customers, managing orders and shipments, resolving issues, and maintaining positive relationships. Their role is essential in ensuring smooth operations, customer satisfaction, and the company's overall success.

 Job Duties 

• Serve as the primary point of for our customers, provide exceptional customer service through various channels such as phone, email, and live chat.

• Respond promptly and professionally to customer inquiries, concerns, and complaints, ensuring their needs are met effectively and efficiently.

• Provide accurate and detailed information about our services, pricing, options, and policies to assist customers in making informed decisions.

• Assist customers with placing orders, tracking shipments, processing payments, and resolving any transaction-related issues.

• Offer technical support and troubleshooting assistance to customers, guiding them through service usage, resolving technical problems, and escalating issues when necessary.

• Build and maintain strong customer relationships, demonstrating empathy, patience, and professionalism in all interactions.

• Collaborate closely with internal teams to relay customer feedback, suggestions, and concerns, contributing to continuous improvement initiatives.

• Identify opportunities to upsell or cross-sell additional services to customers based on their needs and preferences.

• Meet and exceed individual and team targets for customer satisfaction, response time, and quality of service.

• Track and trace shipments and update customers where needed.

Qualifications:

• High school diploma or equivalent; additional education or certification in customer service is a plus.

• Proven experience in a customer service role, preferably in a fast-paced environment.

• Exceptional communication skills, both written and verbal, with the ability to articulate information clearly and concisely.

• Strong problem-solving and conflict resolution abilities, with a focus on providing effective solutions to customer issues.

• Excellent active listening skills and the ability to empathize with customers' concerns and provide appropriate support.

• Proficient computer skills, including experience with CRM software and Microsoft Office Suite.

• Ability to multitask, prioritize workload, and work well under pressure to meet deadlines.

• Positive attitude, self-motivated, and a team player with a strong work ethic.

• Flexibility to work varying shifts, including weekends and holidays, as required.

• Answer incoming calls in a prompt professional manner

• Route qualified opportunities to the appropriate or Sales Rep for further development and closure

• Accurately enter touch points and transactions in our Customer Relations and Transport Management software system

We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and advancement within a dynamic and growing company.

• A collaborative and supportive work environment that values teamwork and encourages creativity and innovation.

• Ongoing training and development opportunities to enhance your skills and knowledge.

• The chance to be part of a company dedicated to delivering exceptional service and driving success in the transportation industry.