Overview
Agents will support inbound and outbound B2B customer interactions via phone, email, and digital communication channels, assisting business clients with complex shipping and logistics inquiries. These agents will be responsible for troubleshooting operational issues, account management and coordinating resolutions across internal teams and external partners.
An ideal candidate will possess strong technical aptitude, the ability to navigate multiple platforms, and advanced critical thinking and problem‑solving skills to diagnose root causes quickly. They should be able to communicate clearly and professionally with business stakeholders, provide accurate and timely information, and deliver a solution‑focused customer experience that supports efficient operations.
Responsibilities
The ideal candidate will have the following skills and abilities:
Soft Skills:
- Ability to communicate clearly and confidently with business stakeholders and operational partners.
Abilities:
- Schedule Flexibility is a must.
- Must be willing to support any work schedule/shift - Day, Night, or Mixed hours shifts. Holidays/Weekends
- Ability to troubleshoot logistics‑related problems, track shipment issues.
- Comfort using multiple digital tools simultaneously (CRM, ticketing platforms, shipment tracking software, communication apps).
- Strong analytical skills to identify root causes and coordinate solutions in complex operational environments.
- Ability to manage high‑value business accounts with professionalism and urgency.
- Ability to collaborate cross‑functionally with internal logistics, and operations teams to resolve B2B shipping issues.
- Fluent in English (reading, writing, and speaking)
- Strong oral communication skills; easily understood over the telephone, and strong written skills.
- Able to exude confidence when giving information
- Ability to type 30WPM words per minute
- Familiarity with the Internet, Web Browsers (Chrome and Edge)
- Ability to organize information and develop action plans to meet customer needs
- Ability to follow verbal and written instructions by the leader
- Able to function both in a team setting and independent.
Qualifications
- Minimum 3 CXC passes or equivalent qualification is preferred, or a combination of experience and related skills, or the ability to pass internal assessments.
- Previous Customer Service Experience is a plus, but not required.
- Experience supporting business clients (B2B) or working in a logistics, supply chain, or technical environment is an asset.
- Strong technical aptitude with ability to quickly learn and navigate web-based platforms.
