BILINGUAL CSR/DISPATCHER
The person we have in mind is someone with these key core values, Integrity, respect, initiative, and a good work ethic. This person is customer-oriented with dispatch capabilities (decision-making, multi-tasking, and problem-solving). The CSR/Dispatcher will act as a liaison, providing shipment information and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.
This person would need to be able to handle driver problems and resolve issues, reschedule orders, track shipments, prioritize deliveries, and communicate with the customer. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
- Identify and assess customers’ needs and provide solutions.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information to our customers and drivers.
- Communicate with drivers regarding any issues with delivery.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers.
- Manage large amounts of incoming/outgoing calls
Skills
- Proven CSR or Dispatch Experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters.
- Ability to relay tough information that is realistic but not discouraging.
- Excellent communication skills, friendly demeanor
- Ability to multi-task, prioritize, and manage time effectively.
- Ability to make critical decisions.
- High school degree
- Familiarity with Microsoft
- Bilingual Required
- Glass experience preferred
- Shipping/ dispatch experience (1 year)
- Customer Service Experience (1 year)
