Job offer

Customer Service Associate

Customer Service Associate

Upela

Temporary contract/Porto Portugal

Job Responsibilities

  • Resolve customer contacts through various support modalities including inbound and outbound calls, email, and tickets
  • Complete proactive outreach via phone and email to support Carriers
  • Investigate case details to determine the root cause of issues
  • Communicate quickly and effectively to internal and external stakeholders
  • Escalate urgent issues in order to drive them to resolution
  • Complete thorough documentation and notation on customer profiles
  • Provide feedback to leadership and program teams regarding processes and daily run that can be improved.

Competencies

  • Proven ability to develop deep customer empathy and articulate customer problems.
  • Strong written and verbal communication skills, including the ability to express yourself with confidence and diplomacy and develop effective written communication for a variety of audiences;
  • Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • Strategic problem solving – Use of multiple resources to inform and support critical decisions
  • Excellent organization – Optimally prioritize work to target the highest-impact issues first. Balance attention to detail with swift execution
  • Optimism – You are motivated by a challenge, and you approach problems with a positive attitude
  • Ability to remain calm under pressure – You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
  • A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
  • High flexibility – When the only constant is change, you’re ready to roll with the punches and pivot quickly from one support experiment to the next which may

Skills

  • A self-starter who can demonstrate independence of thoughts and actions (keenness for problem solving)
  • English understanding and writing. Speaking Spanish would be a plus
  • Experience in transport industry would be a plus
  • Support experience in a high-volume environment, such as service industries, retail, or hospitality

 

Condition of employment

  • Secondary school education and other relevant qualifications
  • Excellent French writing and speaking
  • Experience in previous customer service role is required

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About the company

Upela.com centralizes the offers made by the express shipping leaders enabling business or private customers to reduce routing times and save money while doing so. By creating a free account, business or private customers get access to innovative tools enabling them to manage their shipments easily every day: deferred payment, shipping by the simple import of an Excel spreadsheet, e-commerce module for Prestashop, etc.

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