Join arenaflex, a leading logistics and transportation company, as an Experienced Customer Support Representative in our Bilingual Customer Service Rep Ground Services role. As a key member of our team, you will play a vital role in providing exceptional customer service to our clients, ensuring their needs are met, and resolving any issues that may arise. This is an exciting opportunity to join a dynamic and growing company, where you will have the chance to develop your skills, work with a talented team, and contribute to the success of arenaflex.
**About arenaflex**
arenaflex is a global leader in logistics and transportation, providing innovative solutions to meet the evolving needs of our customers. With a strong commitment to customer satisfaction, we strive to deliver exceptional service, reliability, and flexibility. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our ranks.
**Job Summary**
As an Experienced Customer Support Representative, you will be responsible for providing top-notch customer service to our clients, handling inbound calls, and resolving issues related to customs clearance, freight, and other logistics-related matters. You will work closely with our team to ensure seamless communication, resolve complex issues, and provide exceptional service to our clients.
**Key Responsibilities**
* Handle inbound calls from Canadian and U.S. clients regarding their FTNC-FXG freedom receipt and direct them to the suitable FTNC division or FedEx OPCO for resolution.
* Investigate and respond to inquiries related to FTNC clearances for FXG shipments into Canada, providing accurate and timely information to clients.
* Process Mastercard payments from clients, ensuring that the payment is approved and not declined.
* Log payments accurately against the receipt in the FTNC accounting system.
* Liaise with clients directly in the event of payment processing issues, such as incorrect credit card number, expired date, or declined payment.
* Examine and respond to clients on any issues related to credit payments received and liaise with the FTN Record Receivable Office to resolve issues.
* Assist the billing department in preparing credit notes for FTNC shipments in question resolution.
* Provide support to FedEx Express Client Support Agents on issues related to FXG shipments in customs clearance delay or FTNC freedom receipt that the client has received in mail.
* Sort and relate Low Value Shipment (LVS) Archive for the purpose of mailing.
* Respond to inquiries from other OPCOs.
* Prepare FTNC shipments to be sent to clients, as required.
* Perform other duties as assigned by the Manager.
**Requirements**
* Bachelor's degree in a related field (e.g., business, communications, logistics).
* Excellent communication and interpersonal skills, both written and verbal, in French and English.
* Strong customer service skills, with the ability to connect with a large number of clients and representatives.
* Working knowledge of MS Office, Standpoint, IBM AS 400 Centralized computer application framework, and office equipment (fax machine, scanners, printers, scanners).
* Secondary School Certificate required.
**Preferred Qualifications**
* Experience in a customer-facing role, preferably in the logistics or transportation industry.
* Knowledge of customs clearance procedures and regulations.
* Familiarity with accounting systems and payment processing.
* Ability to work in a fast-paced environment and prioritize multiple tasks.
**What We Offer**
* Competitive salary of $25/hour.
* Opportunity to work from home.
* Comprehensive training program to ensure your success in the role.
* Collaborative and dynamic work environment.
* Opportunities for career growth and professional development.
* Recognition and rewards for outstanding performance.
* Comprehensive benefits package, including health, dental, and vision insurance.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Submit Your Application**
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.