Customer Service Representative

The Customer Service Representative will provide high-quality support to national and international clients, handling inquiries related to domestic and cross-border shipments. The role ensures exceptional customer experience through timely communication, accurate information sharing, and effective coordination with internal and external stakeholders. Key Responsibilities Handle inbound and outbound customer inquiries from national and international clients via phone, email, and chat Track domestic and international shipments and provide accurate status updates Resolve customer complaints related to deliveries, delays, customs, or service issues Communicate clearly with customers across different regions and time zones Maintain accurate records of all customer interactions in the CRM system Liaise with operations, dispatch, customs, and delivery teams to resolve issues Escalate complex or high-priority international cases to supervisors when required Ensure compliance with company policies and international service standards Deliver a consistently high level of customer satisfaction Key Requirements Education & Experience Minimum of a high school diploma or equivalent 13 years of customer service experience Experience supporting international customers or working in logistics/courier services is an advantage Skills & Competencies Excellent verbal and written communication skills Strong problem-solving and conflict-resolution abilities Ability to manage multiple cases across different regions and time zones Good computer literacy (CRM systems, email, MS Office) High attention to detail and accuracy Customer-focused mindset with cultural awareness Desired Attributes Experience in express delivery, logistics, freight, or e-commerce support Understanding of international shipping processes and customs documentation Ability to remain calm under pressure and manage urgent issues Willingness to work shifts or flexible hours to support global clients