We Customer Service Booking Representative
Roles:
The Customer Service Booking Representative is in charge of handling all Booking related calls and e-mails from customers according to the defined SLA.
The Customer Service Booking Representative will handle all customers’ requests from A-Z and will be in charge of handling all issues with all relevant interfaces
Responsibilities:
- Provide an excellent service experience to ZIM's customers
- Effectively manage incoming calls and e-mails
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the correct methods/tools
- Handle inquiries, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Follow communication procedures, guidelines, policies & defined SLAs
- Make the extra effort to engage customers
- Deal with complicated queries until a complete & final solution is achived
- Work with multiple remote interfaces in order to promote the response to the customer
- Meet personal/team targets
Behavioral Characteristics Requirements:
- Customer orientation and ability to adapt/respond to different types of characters
- Strong personal skills and active listening abilities
- Excellent communication skills
- Ability to multi-task, prioritize, and manage time effectively
- Good interpersonal skills & assertiveness
- Ability to thoroughly investigate complex cases by going into details
- Ability to manage multiple tasks and maintain concentration and accuracy
- Ability to work on multiple systems
- Fluent English - reading and writing
- Team player
Other:
- Subordination: Customer Service Booking supervisor
- Service Team, other departments in the agency, other agencies, GSS
- Required systems: Finesse, CRM, iqship, ZIM's portal, ZIMformation
You will need to have :
Launched in Israel in 1945, ZIM (NYSE:ZIM) became a pioneer in container shipping in the early 1970’s, and has established itself as a leading global, asset-light container liner shipping company. We provide customers with innovative seaborne transportation and logistics services, covering the world’s major trade routes and focusing on select markets where we have competitive advantages and are able to maximize our market position.
ZIM’s unique strategy as a digital-oriented, asset-light, global niche carrier offers distinctive advantages, allowing the company to provide innovative and premium customer-centric services while maximizing profitability.
Through this focused strategy, enhanced digital tools, and a reputation as a top industry performer with high schedule reliability and service quality, ZIM is positioned to continue to expand its leadership and achieve best-in-class margins.
