Customer Service Representative

3 months ago


Markham, Canada KEX Express (Canada) Full time

**Primary Job Duties**:

- Reporting Duties: report shipment details & status in specified/assigned format (Microsoft Excel worksheet, Master Airway Bill documents and other assigned formats).
- Documentation: maintain data integrity in various S.F. Systems.
- Service/Product Knowledge: provide exceptional service to both internal and external customers, fulfilling S.F. Express Company’s KPIs for quality and productivity.
- Problem Resolving: resolve customer complaints and inquiries promptly and effectively, ensuring a valid resolution and customer satisfaction.
- Timely Escalation: escalate critical issues to the Senior Customer Service Representative, Supervisor, or Manager as needed.
- Shipment Management: handle customer requests and problem shipments through our tracing system.
- Order Processing: process order placements using various company systems.
- Revenue Optimization: identify revenue opportunities, converting inquiries into order bookings, and proactively recovering canceled shipments.
- Perform any other duties assigned which related to Customer Service Department operation.

**Language**:Bilingual Chinese (required)

**Experience**:

- Microsoft Excel skill (preferred)
- Customer Service: 1 year (preferred)
- Logistics, Express Delivery Industry: 1 year (preferred)
- Typing speed of 50 wpm (preferred)

**Qualifications**:

- Associate degree or College
- Excellent phone etiquette; Able to handle phone situations in a calm, objective manner
- Good interpersonal and negotiation skills
- Organized and detail oriented, and able to multi-task
- Ability to work in a constantly changing environment
- Have a positive, professional attitude with a "can-do" spirit

**Job Types**: Full-time, Permanent

Pay: From $40,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Language training provided
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home

Flexible language requirement:

- French not required

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- Mandarin (preferred)

Work Location: In person



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