Customer Service Agent - MXMEX10 - Mexico City - Torre esmeralda 3

We Offer:

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.
 

Energizing and pioneering, this is also an environment that keeps you motivated. You’ll be joining a values-led, genuinely diverse, and talented team that is passionate about being there for employees, and for each other. We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers.
 

We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

We value the diversity of our talent and will always strive to recruit the best person for the job. We’re proud of that and we see it as a genuine source of strength for building high performing teams.

The opportunity:

Join our team in Mexico!

As Customer Experience Consultant, you’ll play a vital role in our logistics services, breaking the code into the current model and advising customers as logistic expert.
 

Key responsibilities:
 

Manage of customers portfolio.

• Follow-up of maritime, intermodal logistics & integrated solutions with customers and execution Teams.
• Maintain tailor made mindset looking for efficiencies in the process
• Manage objections professionally and share best practices across the Team
• Mapping stakeholders and build an efficient communication.
• Sharing results by QBR and MBR’s with KC customers.
• Design proactive activities to reduce contacts per shipment and deliver correct expectations to our customers.
• Call center participation.

Retain and upsell to existing customers through personalised self-service

• Ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer as well as internal stakeholders from operations and back-offices across the globe
• Pro-actively support the customer to build trust and operational confidence through phone, chat and email while encouraging/pushing self-service functions
• Upsell new products and services to existing customers to drive revenue growth
• Actively monitor customer NPS and ensure that customer insights and suggestions for automation
• Effectively manage your time and priorities to balance sales and customer service activities
• Support global team of colleagues in reaching key metrics trough collaboration and capacity sharing

We are looking for:

Be the essence of customer centricity taking excellent and pro-active care and growing them by always knowing their next need. The purpose is to assure contract fullfilment and  optimise retention same as  grow revenue generating new leads or increase current volume.

As for the skillset and experience, we are looking for:

• Customer retention
• Customer obsession
• Onboarding new customers
• Generating leads
• End-to-end customer experience
• Revenue growth
• Customer processes and procedures
• Execution of individual customer and team plans
• Customer insights
• Competitive landscape

You have been reading so far, we’re glad to see you are interested. And if you want to use your skills to make a difference, we look forward to hearing from you. Apply now!

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