Customer Service Representative

Customer Service Representative - Maternity cover
Meet the company behind the Z Factor At ZIM, we believe shipping can be exciting. In a fast-moving industry, we've made our mark with a fresh and unique approach; we're all about our people, and our people are all about the Z Factor. So, what is our Z Factor? It's the spirit of Innovation and Togetherness, it's the Can-Do Approach, the Agility in thought and action, it's the personal touch with both employees and customers. Driving Global Trade Forward: Operating globally in over 90 countries, and serving over 32,000 customers in 300 ports worldwide, our differentiated global-niche strategy covers major trade routes with a focus on select markets. Our mission? To deliver an outstanding customer experience. We've blended cutting-edge, data-driven strategies with creative, tailored solutions to keep up with our customers' evolving needs. Are you ready to unleash your Z Factor?
The Customer Service Representative works within the Customer Service Department and plays a key role in delivering a high-quality customer experience throughout the shipment lifecycle. The role is responsible for managing customer interactions and service requests in a timely, accurate and proactive manner, ensuring compliance with defined service levels and contributing to the continuous improvement of customer satisfaction. The ideal candidate takes ownership of customer requests from initial contact through resolution, proactively monitors service schedules and shipment-related activities, identifies and communicates potential issues or changes, and ensures that all relevant information and actions are accurately captured and followed up. The role also actively supports customers in adopting ZIM's digital solutions, promotes the use of MyZIM and contributes to increasing customer engagement and satisfaction through proactive communication and feedback collection. Strong attention to detail, responsiveness, accountability and a proactive mindset are essential to successfully manage competing priorities, meet demanding SLAs and deliver a consistent and reliable customer experience.
Main Job Responsibilities Customer Service & Customer Care Provide timely, professional and proactive support to customers through various communication channels, including phone, email and digital platforms.
Manage customer inquiries, service requests and complaints, ensuring accurate, efficient and timely resolution in line with defined service levels.
Take ownership of customer requests from initial contact through resolution, ensuring appropriate follow-up and escalation where required.
Build sustainable relationships and trust with customer accounts through clear, open and proactive communication.
Ensure high service standards and contribute to achieving agreed customer satisfaction targets.
Proactively collect customer feedback and encourage customers to participate in company surveys.
Operational Coordination & Support Coordinate with Operations, Documentation, Logistics and Sales teams to ensure effective and timely resolution of customer and shipment-related matters.
Monitor assigned shipments and service schedules throughout the day, identifying discrepancies, delays or changes and taking the appropriate follow-up actions.
Support customers with shipment follow-up, status updates, ETA information and communication of relevant operational changes.
Manage and communicate operational updates, including schedule changes, port omissions, cargo confirmations and other shipment-related notifications.
Support the management of rollings and short shipments, ensuring timely and accurate communication to customers and internal stakeholders.
Identify, escalation and follow up on operational issues when required, ensuring clear ownership until resolution.
Maintain effective and proactive communication between customers and internal stakeholders.
Documentation & Data Accuracy Maintain and update customer, service request and shipment information accurately within internal systems and operational platforms.
Ensure data consistency, completeness and accuracy across relevant systems and files.
Ensure that service requests and customer interactions are properly recorded and categorized in accordance with established processes.
Verify, organize and archive operational documentation accurately and in a timely manner.
Support internal and external audit requirements through proper document management and accurate record keeping.
Digital Tools & Customer Adoption Actively promote the use of ZIM digital tools and self-service solutions, including MyZIM.
Support customers with MyZ