Customer Service Representative

4 weeks ago


Hatfield, Hertfordshire, United Kingdom DigiHaul Full time
Job Description

We are seeking a skilled Customer Service Advisor to join our team at DigiHaul, a leading digital freight business in the UK. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Act as the first point of contact for customers, handling a wide range of inquiries and requests.
  • Provide high-quality, responsive, and efficient customer service, resolving issues promptly and professionally.
  • Develop and maintain strong relationships with internal and external customers, ensuring their satisfaction and loyalty.
  • Assign new shipments to carriers, monitoring progress and ensuring timely completion.
  • Verify and sign off Proof of Delivery (POD) for each shipment, meeting customer requirements.
  • Manage carrier app adoption, ensuring real-time updates and accurate shipment tracking.
  • Investigate and resolve carrier platform non-compliance, implementing corrective actions to prevent repeat issues.
  • Provide technical support and training to carriers and customers, ensuring full compliance with our platform.
  • Manage and process high volumes of incoming emails and calls, using required software to ensure efficient communication.
  • Take ownership of inbound inquiries, ensuring complete customer satisfaction and query resolution.
  • Support key administrative tasks, ensuring accurate and timely completion.

Requirements:

  • A general understanding of the UK transport industry.
  • Experience in dealing with 3rd party sub-contractors.
  • Ability to work under pressure as part of a team and individually.
  • Call centre experience.
  • Able to travel within the UK.
  • Good system understanding and ability to work at pace.
  • Excellent customer service skills.

What We Offer:

  • An attractive salary.
  • 33 days holiday.
  • 15% non-contractual bonus.
  • Access to Pension Scheme plans.
  • Access to Private Medical Cover.
  • Access to Employee Benefit Portal, including retail discounts.
  • Access to Cycle to Work scheme.
  • Access to Employee Assistance Programme.
  • Access to Electric Vehicle Salary Sacrifice lease scheme.
  • Birthday vouchers.
  • Health Assessments.
  • Training, development opportunities, and more.


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