Job Overview : We are seeking a dedicated and experienced individual with a background in logistics or real estate to join our team as a Customer Support Representative. As a key member of our customer service team, you will manage inbound calls, liaise between the business and customers, and handle various operational requirements. This position offers fixed Saturday and Sunday off, follows UK working hours, and requires proficiency in English. Full training will be provided.

Responsibilities :

- Manage inbound calls from logistics enquiries and provide comprehensive support.

- Act as a liaison between the business and customers, addressing queries and operational requirements.

- Handle customer email management, ensuring timely and accurate responses.

- Update and manage the knowledge base tool for internal and external use.

- Support the business in administration tasks, including tracking parcels, customer credit checks, invoice verification, customer quotations, and freight/parcel booking on portals.

- Make outbound calls to customers for logistics platform training.

- Ensure consistent and accurate data entry into support trackers, admin portals, and the support ticketing system.

- Review and audit processes, updating Standard Operating Procedures and Guidance Documents.

- Create and manage a knowledge database for frequently asked customer questions.

- Perform any other tasks deemed necessary and reasonable by the company, including flexible working hours and covering for absences.

Key Skills and Experience :

- Fluent in English speaking and writing is a must.

- Demonstrates performance and resilience.

- Strong problem-solving skills.

- Effective communicator with an excellent telephone manner.

- Attention to detail and organizational skills.

- Proactive with a positive, flexible, and enthusiastic attitude.

- Extremely organized and a self-starter.

- Good team player with the ability to work independently.

- Proficient in Microsoft Office or Google's office suite (docs, sheets, notes, etc.).

- Proven customer or business support experience.

- Familiarity with international couriers like DHL, UPS, TNT, FedEx is a bonus.

Remote Working Conditions :

- Good reliable internet is a must.

- A quiet area to conduct calls is required.

- Reliable power source or access to a generator.

- Laptop or PC.

- Functional headset with a microphone.

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