JOB DESCRIPTION
WESTERN CANADA EXPRESS/APEX MOTOR EXPRESS
POSITION: Customer Support Specialist
LOCATION: Concord, Ontario
REPORTS TO: Manager, Customer Support Centre
SUMMARY:
The Customer Support Specialist (CSS) is responsible for providing professional, courteous customer service via telephone or email inquiries. He/she will be accountable for addressing customer inquiries, complaints and processing transactions in transportation and logistics environment. The CSS promotes the organization, acting as a brand ambassador, providing positive experiences to all customers.
Salary – $36,000.00 – $39,000.00
CORE COMPETENCIES:
Customer focus
Communication (both verbal and written)
Energy and Stress
Team Work
Quality Orientation
Problem Solving
Accountability and Dependability
Ethics and Integrity
Geography of Canada
JOB DUTIES:
Provide information about shipment status: ETA’s, appointment detail, etc.
Research and resolve customer problems, acting as the customer liaison between departments when necessary
Provide information about service availability
Keep records of customer interactions, customer contacts and action taken
Coordinate pick-ups on area outside GTA
Coordinate re-routing/re-consignment of shipments as directed by customers and inform them of the appropriate accessorial charges involved
Handle complaints: provide appropriate solution/alternatives within the time limits and follow up to ensure resolution.
Demonstrate passion for excellence with respect to treating and caring for customers
Escalate enquires or problems to Manager when assistance is required to resolve satisfactorily with customer
Direct callers to correct person/department for inquiries outside the CSS scope
Provide manager with updates on problems areas and suggest recommendations for enhancements or improvements to better serve our customers
REQUIREMENTS:
Strong customer service and troubleshooting skills
Exceptional conflict resolution, negotiation and objection handling skills
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
Able to effectively communicate both verbally and in writing
Able to work well under pressure
Strong attention to detail
Able to deal with people sensitively, tactfully, diplomatically and professionally at all times
Computer literate, including effective working skills of MS Word, Excel, email and AS400
Proven data entry/typing skills
Professional appearance and manners
Strong work ethic and positive team attitude
WORKING CONDITIONS:
Manual dexterity required to use desktop computer and peripherals
Call-centre environment
Overtime as required
Job Types: Full-time, Permanent
Benefits:
Schedule:
COVID-19 considerations:
1. Pre-screen before you start your work shift either with the Go Evo APP or manual paper surveys.
2. Masks are required indoors and when working near or around people when you cannot physically distance
3. Use the hand sanitizer provided.
Education:
Experience:
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