Customer Service Representative

Our client is a well-established global logistics company with offices strategically located across EMEA, the USA, and APAC, and a trusted reputation in the industry.

The Customer Service Representative will join a small, collaborative team and manage cargo bookings for customers in Israel and abroad. The role includes handling a high volume of customer inquiries by email and phone, acting as the point of contact for providing service, support, and information to clients.

This is an opportunity to join a stable, fast-growing company with an international work environment and strong professional development opportunities. The company offers an attractive salary and benefits package, including private health insurance, an extended travel budget, and more.

Responsibilities

• Act as a liaison, provide product/service information, resolve customer issues, ensure excellent service standards, and respond efficiently to inquiries to maintain high customer satisfaction.
• Manage high volumes of emails and calls while maintaining records of customer interactions, processing customer accounts and filing documentation.
• Processing air cargo reservation, modifications, tracing and ability to escalate complaints across several communications channels Identify and assess customers’ needs to achieve satisfaction.
• Able to produce booking sheets the day before flights and priorities the load accordingly.
• Update reservations according to manifest and support agents with required amendments.
• Fill daily flight reports and log any discrepancies.
• Build sustainable customer relationships through clear, open and interactive communication, providing accurate information, taking the extra mile to engage customers.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Meet personal and entire team quota for airfreight booking and rates requests
• Follow communication procedures, guidelines and policies.

Job Requirements:

• Prior experience in customer support roles ideally in a B2B environment
• Customer support experience within the logistics or aviation industry – an advantage
• Excellent written and verbal communication skills, with strong experience in phone-based customer support and active listening.
• Customer-oriented, positive attitude, ability to adapt to different characters and take initiative in various situations.
• Team player able to multi-task, prioritize, and manage time effectively with a strong work ethic
• Familiarity with ERP and CRM systems
• Available to work full-time, including one Friday per month
• Languages: Hebrew and English