Contact Center Representative (Incl. Selling) makes and receives calls primarily focused on selling and promoting products or services. Responds to customer inquiries using standard scripts, dialogues, or talking points. Being a Contact Center Representative (Incl. Selling) processes routine requests for information or services and transfers complex requests to support teams. Obtains new orders and closes pending sales for products or services. Additionally, Contact Center Representative (Incl. Selling) identifies opportunities to upsell additional products and tracks prospect interactions in the system. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative (Incl. Selling) works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Main Purpose of the Role:
The Import Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communication includes answering general import enquiries and acting as an intermediary between customers and other internal groups.
Main Tasks:
Answers incoming customer calls and emails and acts as a concierge to guide the customer through its experience with ZIM.
Provides information about container availability, last free day and vessel arrival.
Coordinates solutions to documentation and logistics issues for customers.
Requires fielding a large volume of incoming calls from ZIM's client base while maintaining a professional and courteous demeanor .
Makes necessary outgoing calls when required to follow up on outstanding issues.
Performs various miscellaneous customer requests.
Assists with special projects aimed at improving efficiency and customer outcomes.
Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines
Any other duties as assigned.
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