Customer Service Rep

About Company:

Interglobo is a well-established, family-owned Italian company specializing in international freight forwarding and logistics. With a robust global presence spanning five continents, Interglobo has built a strong network of offices that support a wide range of focus markets.

The company has grown alongside its clients, developing deep expertise in delivering highly customized logistics solutions. Its culturally diverse team and commitment to innovation allow Interglobo to seamlessly integrate local knowledge with advanced technologies, enhancing both operational efficiency and the overall customer experience.

Technological innovation has always been a cornerstone of Interglobo’s growth strategy and continues to play a critical role in improving service delivery and optimizing logistics operations worldwide.

About the Role:

As a Customer Service Representative based in North Carolina, you will be the primary point of contact for our valued customers, ensuring their inquiries and concerns are addressed promptly and effectively. Your role is critical in maintaining high levels of customer satisfaction by providing accurate information, resolving issues, and facilitating smooth communication between customers and the company. You will handle a variety of customer interactions through multiple channels, including phone, email, and live chat, ensuring a consistent and positive experience. This position requires a proactive approach to problem-solving and the ability to manage multiple tasks while maintaining professionalism and empathy. Ultimately, your efforts will contribute to customer retention, brand loyalty, and the overall success of our customer service operations.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role or similar position.
• Excellent verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and work in a fast-paced environment.

Preferred Qualifications:

• Associate degree or higher in Business, Communications, or related field.
• Experience with customer service software such as Zendesk or Salesforce.
• Bilingual abilities, especially in Spanish and English.
• Strong problem-solving skills and conflict resolution experience.
• Previous experience in a call center or retail customer service environment.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues by identifying problems, researching answers, and guiding customers to appropriate solutions.
• Document all customer interactions accurately in the company’s CRM system.
• Collaborate with other departments to escalate and resolve complex issues efficiently.
• Provide product and service information to customers to assist in their decision-making process.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Contribute to continuous improvement initiatives by providing feedback on customer trends and service challenges.

Skills:

The required communication skills are essential for effectively interacting with customers, understanding their needs, and conveying information clearly and empathetically. Computer proficiency enables the representative to efficiently navigate CRM systems and document interactions, ensuring accurate records and follow-ups. Problem-solving skills are used daily to analyze customer issues and provide timely, effective solutions that enhance customer satisfaction. Preferred skills such as bilingualism and familiarity with advanced customer service software allow for broader customer reach and more efficient case management. Together, these skills ensure that the representative can manage diverse customer interactions professionally and contribute to continuous service improvement.