We are hiring for a Bilingual Customer Service Representative for our leading logistics client in Brampton, ON. In this role you will be responsible for building and maintaining strong client relationship and delivering excellent customer service. This job required strong Communication, Phone Etiquettes, Online Chat skills, Typing Skills, Administrative, Coordination, Computer and attention to detail skills. Previous experience within transportation industry and/or call center environment is highly preferred.

MINIMUM QUALIFICATIONS:

• Fluent verbal and written communication in English and French languages
• At least 1 year of call center work experience
• Minimum 40 Words Per Minute typing speed, subject to test
• Available to work in alternate shifts between 8:00 am to 9:00 pm
• Prioritize tasks in a fast-paced environment and manage deadlines
• At least 2 years of strong experience in customer service roles
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong verbal and written communication skills in English
• Ability to provide professional error-free correspondence
• Excellent attention to detail and problem-solving abilities
• Ability to remain calm and patient under pressure
• Ability to multi-task and handle multiple customer interactions
• Strong organization skills to track client needs and follow up proactively
• Adaptability and flexibility to meet the dynamic demands of various clients
• Must be legally eligible to work full-time
• A clear criminal check

THIS IS A FULL-TIME ROLE THAT REQUIRES WORKING ALL 5 DAYS ONSITE, MONDAY TO FRIDAY AT THEIR BRAMPTON OFFICE.

Respond to incoming calls and make outbound calls to ensure customer retention and satisfaction; manage and address customer concerns and questions pertaining to deliveries, traces, claims and invoicing; provide customers and internal groups with effective and efficient customer service support; proactively manage and resolve daily customer/client satisfaction issues

MAJOR RESPONSIBILITIES:

• Respond in a timely and professional manner to internal and external customer inquiries and escalations
• Provide rates and transit times
• Provide shipment updates and initiate trace on anything over transit
• Track and trace duties as assigned and required to follow tracing processes
• Answer inbound calls and place outbound calls to customers while adhering to policies and procedures
• Address customer complaints and respond to difficult inquiries
• Approve and process credit requests
• Communicate daily with Branch Management, Sales and Customer Service to address customer concerns and provide follow up as required
• Process new accounts and update customer information as required
• Other duties as assigned