Customer Service Representative

Momentum Trans is seeking a dedicated Customer Service Representative to join our dynamic team. This role involves delivering exceptional support to American brokers and truck drivers, ensuring seamless communication and problem resolution. The ideal candidate possesses excellent verbal and written English skills, thrives in night shift work, and demonstrates strong computer literacy in using customer relationship management systems and call center software. With at least one year of experience, this position is designed for individuals who excel in managing customer interactions professionally and efficiently without managing a team. The Customer Service Representative at Momentum Trans plays a crucial role in maintaining client satisfaction through effective communication and timely responses. You will be expected to handle calls, emails, and other communications while utilizing CRM platforms and associated tools to track customer information accurately. Operating primarily during night shifts to align with U.S. business hours, you will contribute significantly to the company's reputation for reliability and client service excellence. This is an opportunity to be part of a company focused on logistics and transportation, where your support ensures smooth operational workflows and strong customer relationships.
Responsibilities

Serve as the frontline point of contact for American brokers and truck drivers, providing timely and accurate information.
Utilize customer relationship management (CRM) systems and call center software to document customer interactions and manage case follow-ups.
Address customer inquiries and resolve issues efficiently via phone, email, and other communication channels.
Maintain excellent verbal and written communication with clients to ensure clarity and professionalism in all interactions.
Work night shifts, typically from 6:00 PM to 3:00 AM, to align with the operational hours of U.S. business partners.
Demonstrate strong computer literacy by effectively operating dialers, emailing tools, and CRM platforms.
Maintain up-to-date knowledge of company services, policies, and procedures to provide accurate support.
Collaborate with internal teams to escalate complex customer concerns and facilitate swift resolutions.
Adhere to industry standards and company guidelines to maintain quality assurance and customer satisfaction.
Manage multiple customer interactions simultaneously while ensuring attention to detail and timely follow-up.
Support continuous improvement initiatives by providing feedback and insights from customer interactions.
Ensure compliance with company confidentiality and data protection policies in handling sensitive customer information.
Maintain a professional and positive attitude during all customer engagements to promote a customer-focused environment.