UPELA is part of the Redspher Group, the European leader in premium freight, consists of the following brands, all specialized in time-sensitive delivery: Easy4Pro, Easy2Go, Rubiwin, Flash, Schwerdtfeger and SpeedPack Europe, and Upela.
It is a dynamic start-up founded in 2008 and growing. Its objective is to revolutionize the messaging sector: centralize, compare and optimize shipments from individuals and micro-businesses / SMEs, with negotiated and advantageous carrier offers. The company also offers a transport management system (SaaS): a tool that allows professionals to centralize their shipments, simplify their management and therefore optimize their logistics expenses.
What You'll Do:
Resolve customer contacts through various support modalities including inbound and outbound calls, email, and tickets
Complete proactive outreach via phone and email to support Carriers
Investigate case details to determine the root cause of issues
Communicate quickly and effectively to internal and external stakeholders
Escalate urgent issues in order to drive them to resolution
Complete thorough documentation and notation on customer profiles
Provide feedback to leadership and program teams regarding processes and daily run that can be improved.
Basic Qualifications:
Proven ability to develop deep customer empathy and articulate customer problems.
Strong written and verbal communication skills, including the ability to express yourself with confidence and diplomacy and develop effective written communication for a variety of audiences;
Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
Strategic problem solving - Use of multiple resources to inform and support critical decisions
Excellent organization - Optimally prioritize work to target the highest-impact issues first. Balance attention to detail with swift execution
Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
High flexibility - When the only constant is change, you're ready to roll with the punches and pivot quickly from one support experiment to the next
Preferred Qualifications:
Secondary school education and other relevant qualifications
A self-starter who can demonstrate independence of thoughts and actions (keenness for problem solving)
Excellent French writing and speaking
English understanding and writing.
Experience in previous customer service role is required.
Experience in the transport industry would be a plus.
Support experience in a high-volume environment, such as service industries, retail, or hospitality
Job Type: Full-time
Application Question(s):
Please share with us your salary expectations
Do you live in Porto area?
Language:
French (Preferred)
English (Preferred)
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