What are the responsibilities and job description for the Bilingual Customer Support Specialist position at ZIM Integrated Shipping Services?
Main Purpose of the Role:
The Customer Support Specialist is responsible for coordinating export and import cross functional activities that support the Export Contact Center and GSS. This includes creating bookings, corrections, release of bills of lading, invoicing and managing customer-facing communication through the call center phone system, email, and SmartCS.
Main Tasks:
The Customer Support Specialist is responsible for coordinating export and import cross functional activities that support the Export Contact Center and GSS. This includes creating bookings, corrections, release of bills of lading, invoicing and managing customer-facing communication through the call center phone system, email, and SmartCS.
Main Tasks:
- Answers incoming emails from internal teams at ZIM and GSS related to export bookings, documentation, and Import.
- Chases bookings with no activity or missing documentation details which are required to approve cargo for loading.
- Coordinates solutions to documentation issues for customers.
- Releases original bills of lading and executes express release for cash customers upon confirmation of payment receipt.
- Collects documents needed to secure hazardous approval and works with customers to sort out discrepancies.
- Creates and modifies export bookings for special cargo.
- Research problems and perform root cause analysis to propose permanent solutions.
- Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines.
- Any other duties as assigned.
- High school diploma or general education degree (GED);
- One-year related experience and/or training in a service-related industry; or equivalent combination of education and experience.
- Excellent Soft skills
- Previous call center experience preferred.
- Bilingual required (Fluent in speaking and writing Spanish)