CS Processes Specialist

ZIM Integrated Shipping Services is a global container shipping company connecting more than 300 ports across over 90 countries. At ZIM, our culture is driven by a Can-Do mindset, agility, collaboration, and results-driven thinking, empowering people to make a real impact.

Are you looking for a role with global impact in Customer Service & Customer Experience?

We are searching for a Customer Service Processes Specialist.

Join an international organization and lead service processes, global trainings, and continuous improvement initiatives.

Key responsibilities:

• Develop global and local CS processes, standards, and trainings
• Deliver and facilitate global trainings for CS employees and managers
• Lead continuous improvement and support process implementation in contact centers
• Analyze existing workflows to improve customer experience
• Define and analyze the business requirements for different system developments
• Work cross‑functionally with Sales, Operations, IT, Training, and Knowledge Management

📍 Location: Matam Park, Haifa

🗓 Sunday–Thursday | Hybrid model (1 day per week from home)

Job Requirements:

• Bachelor’s degree – mandatory
• 5+ years of experience in the Customer Service domain, including Defining service processes, procedures, and policies, Developing and leading service and CS trainings, Leading and implementing service and projects, Experience managing Customer Service teams and/or contact centers)
• Very high level of English – mandatory
• Global environment experience – an advantage