Job Purpose

As a Customer Service Agent, you are responsible for providing frontline responses to queries and requests from all clients and provide resolutions for service issues that are brought to you through Service Cloud or other channels. You assist our SME clients with advice and solutions or educate and guide them in using ONE's growing range of customer self-service tools. In cooperation with the Customer Service team and supported by ONE's growing range of customer self-service tools you contribute to a superior Customer Service experience overall for our ONECare and Key Accounts (exclusive to Customer Service Agent). You provide prompt case management and thereby deliver on agreed targets and objectives.

Primary Job Responsibilities 

• Provide prompt frontline responses to service queries and initial solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud and other channels.

• Actively keep abreast of sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations. You may be in charge of import or export tasks exclusively or a combination of both.

• Provide premium care and a consistently high service to ONE's Key Accounts, aiming at scaling quality service with our growing range of launch enablers and self-service tools, promoting these to our Key Accounts as suitable. 

• Provide an efficient service by working towards a high degree of automation and efficiency by educating clients on the proper use of self-service tools and thereby building the ground for growth of the ONECare segment. 

• Keep up-to-date on the relevant self-service and e-commerce tools will therefore be vital. 

• Ensure compliance with company rules and regulations on all processes and transactions and pro-actively share any feedback that can help to further improve these tools.

• Ensure good collaboration and communication within departments and across.

• Work closely with the Customer Service team as well as our Sales teams (Key Accounts & ONECare) and escalate cases in a timely and professional manner whenever appropriate. 

• Communicate effectively with customers and advise them in a reliable and professional manner.

• Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable. Seek ways to apply ONE's tech enablers to your area of specialisation increasingly.

Required Skills and Competencies 

• Intermediate level (3-5 years minimum)

• Certified to process DG shipments (preferred).

• Good shipping knowledge & Demonstrable sector experience

• Digital skills and technical affinity

• Advanced levels of English (B2)

• Customer Focus & Attention to detail

• Time Management

• Accountability

• Resilience

• Learning & Growth Mindset

• Achieving Personal Work Goals & Objectives

• Delivering Results & Meeting Customer Expectations

• Applying Expertise & Technology

• Relating & Networking

• Following Instructions & Procedures

Scope of Role 

• Reports to: Head of Customer Service / Respective Team Leader

• Reporting to Job Holder: N/A  

• Breadth and Range of Responsibilities: In addition to the major responsibilities detailed in this job description, the job holder will carry out any other duties or projects that are assigned by the company. There will be a requirement to be flexible on hours of work in accordance with operational business needs, this will also be required to assist the department to meet its KPI’s.