Customer Care Representative

3 weeks ago

Montréal QC, Canada MSC Mediterranean Shipping Company Full time

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.
They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future direction.

The Export Client Department is responsible for the efficient flow of customer communication and processing to ensure the movement of our shipments being exported out of Canada. This requires a strong customer service approach in conjunction with the execution of technical functions, such as critical thinking, solution / result-oriented, attention to details, pro-activeness, ability to work as a team with internal stakeholders.
The Export Client Services Representative is a crucial role that requires individuals to develop a well-rounded set of skills to execute and understand the technical aspects related to the cycle of an export container and be confident to interact with our customers when managing their inquiries. The development of experience will require team members to gain experience and knowledge from each area within Client Services, including Booking and Documentation. MSC Canada aspires to be the top a service provider with customer experience at the forefront of all interaction.

The key accountabilities are determined by area of focus and will adjust as the team members gain the required technical expertise.

Customer Service Centric Approach
Express a passion for customer service and an approachable demeanor with positive outlook and sense of urgency.

Customer Service
Management of escalation process to ensure an optimal customer experience.
Professional communication through all channels (email and telephone).
Relationship development with our customer base and global agencies and support to all internal stakeholders
Performance requirements in line with our defined KPIs.
3 years’ experience in a customer service environment
~ Educational background in logistics/operations/supply chain, an asset.
~ Ability to access, retrieve, format data using various business systems and produce standard/nonstandard reports.
~ Understanding of customer service principles and practices.
~ Demonstrated experience in PC software applications (MS Office), and other related office systems.
~ Excellent verbal and written communication skills in both English and French (additional languages an asset).


Flexible health and dental benefits coverage (for all permanent full-time roles).
RRSP coverage with the Company matching a portion of employee contribution (for all permanent full-time roles).
Tailored training program opportunities for employee development.
Community Involvement.
Gym facility.
Accommodations are available, upon request, for those with a disability or medical need during any stage of the recruitment process.

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