Customer and Logistics Support (Temporary)

GENERAL DESCRIPTION OF POSITION 

 
At OSI we are continuously growing! Along with one of our clients!  We are in the search of awesome customer service specialists who can help our client “CharterUp”. But who are they?  

They are a shutter solutions company that is on a mission to provide a group transportation experience that's transparent, safe, and good for the planet. 

As a member of the customer service team at CharterUP, you’ll have the opportunity to shape and grow the company and business. You will be a key player in a great team of high performing of capabilities, such as real-time availability and tracking, dynamic pricing, and instant booking, allowing their customers to charter a bus in 60 seconds. They aim to offer an unmatched experience of accessibility, accountability, and transparency never seen before in the charter bus space.  

Finally, as a customer service rep, you will help manage internal and external customers and provide necessary customer support. Administer all customer orders, manage requests, and resolve associate issues for customers. Monitor all customer inquiries and complaints and assist in effective resolution of same. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Provide superior customer support and service 

• Be patient and friendly in adverse situations 

• Be creative, innovative, and think outside of the box for solutions 

• Develop infrastructure and processes to ensure optimal experience 

• Ready to wear multiple hats and take on new challenges 

• Manage large amounts of incoming phone calls 

• Identify and assess customers’ needs to achieve satisfaction 

• Build sustainable relationships and trust with customer accounts through open and interactive communication 

• Provide accurate, valid, and complete information by using the right methods/tools 

• Meet personal/customer service team sales targets and call-handling quotas 

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 

• Keep records of customer interactions, process customer accounts and file documents 

• Follow communication procedures, guidelines, and policies 

• Take the extra mile to engage customers.

REQUIREMENTS  

• 1 -2 years of experience working with customers 

• High School Diploma required / University studies desirable  

• Our ideal candidate is fluent/comfortable corresponding communicating in English 

• Proven customer support experience or experience as a Client Service Representative 

• Track record of over-achieving quota 

• Strong phone contact handling skills and active listening 

• Familiarity with CRM systems and practices 

• 90% English competency 

QUALIFICATIONS  

• Ability to be adaptable and composed under pressure 

• Strong creative thinking skills/vision  

• Receptive to feedback  

• Keen eye for detail 

• Must be able to understand short and long-term business objectives 

• Work well in fast-paced team-oriented environment 

• Customer orientation and ability to adapt/respond to different types of characters 

• Excellent communication and presentation skills 

• Ability to multi-task, prioritize, and manage time effectively