Customer Service Representative (E-commerce Account)

SUMMARY

Enshored is seeking a detail-oriented, diligent, and passionate Customer Service Representative
who will act as a Tier 1 Support by helping customers with their inquiries about shipping, schedule
of deliveries, and setting up an appointment.

MINIMUM REQUIREMENT QUALIFICATIONS
● Highly analytical and with sound judgment or Critical Thinking Skills
● Excellent Communication Skills
● High Attention to Details

EDUCATION AND/OR EXPERIENCE
● Must be a College Level (Graduate/Undergraduate)

PERSONAL COMPETENCIES
● Strong commitment to delivering a high-quality customer service through Voice, Email, and
Chat
● Proven ability to work under pressure with a positive attitude
● Proactive in taking the initiative in a work setting, with positive outcomes
● Proven to be a lead-taker and able to work with passion without the need for constant
coaching or manager intervention
● Experience in Inbound and Outbound Calls

● Must have 2 years International BPO/Call center working experience

● Strong decision-making ability and critical thinking skills
● Ability to build rapport with third-party partners and transact assertively but politely
● Experience in Freight Forwarding or logistics is preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
● Assist end customers by making appointment confirmation, estimate time of arrival, and
appointment changes of deliveries
● Process requests and enter/update business/personal information in our database
● Document all information according to standard operating procedures
● Perform the tasks at the required speed and accuracy to meet the client’s KPI and SLA
requirements
● Provide prompt, reliable, and accurate information to customers
● Maintain effective communication during conversations by adjusting to the pace and
technical level of the customer
● Communicate positively with team members, customers, and partners
● Identify customers’ needs, clarify information, research every issue, and provide solutions
and/or alternatives

LANGUAGE SKILLS
● Excellent English verbal and written communication skills