Job Description
Overview of UPELA:
UPELA is a dynamic start-up founded in 2008 and part of the Redspher Group, which consists of several specialized brands in time-sensitive delivery. Its objective is to revolutionize the messaging sector by centralizing, comparing, and optimizing shipments from individuals and micro-businesses/SMEs with negotiated carrier offers.
The company also offers a transport management system (SaaS) allowing professionals to centralize their shipments, simplify management, and optimize logistics expenses.
Key Responsibilities:
1. Resolve customer contacts through various support modalities, including inbound and outbound calls, email, and tickets.
2. Complete proactive outreach via phone and email to support carriers.
3. Investigate case details to determine the root cause of issues.
4. Communicate effectively to internal and external stakeholders.
5. Escalate urgent issues to drive resolution.
6. Document and note customer profiles thoroughly.
7. Provide feedback on processes and daily operations that can be improved.
Basic Qualifications:
1. Proven ability to develop deep customer empathy and articulate customer problems.
2. Strong written and verbal communication skills, including confidence and diplomacy.
3. Ability to work well in a team environment, contributing to a collaborative work environment.
4. Strategic problem-solving skills, using multiple resources to inform critical decisions.
5. Excellent organization, prioritizing work to target high-impact issues first.
6. Optimism and a positive attitude when approaching problems.
7. Ability to remain calm under pressure and find speedy resolutions.
8. Desire to learn and grow as a self-starter.
9. High flexibility and adaptability in changing situations.
Preferred Qualifications:
1. Secondary school education or relevant qualifications.
2. Self-starter with independence of thoughts and actions.
3. Excellent French writing and speaking skills.
4. English understanding and writing skills.
5. Experience in customer service roles, preferably in the transport industry.
6. Support experience in high-volume environments, such as service industries or hospitality.