Pre-Sales / Customer Service

DocShipper Group is an international freight forwarder and sourcing company headquartered in Hong Kong. Our group covers more than forty countries worldwide and is in a continuous state of growth. DocShipper is not a traditional logistics/purchasing company, not even close. In fact, we are pretty much the opposite. Our team is flipping a gazillion dollar industry on its head. DocShipper was founded with a clear goal and mission that is to "redefine the whole import processes for Corporations and SME's".

We decided to "shake up" the traditional world of business thanks to "new standards” based on technology, in addition to devoted customer service.

It's an exciting time for DocShipper Group as we continue to grow and evolve, giving our teams a very satisfying start-up workplace culture with career development opportunities. We strive to maintain ourselves as an employer of choice globally and in this particular case, we are flexible and helpful on all formalities related to your recruitment.

TASKS 

• Manage incoming leads (Web forms, Direct mails, Calls)
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

REQUIREMENTS

• Perfect level of French (C2) and fluent in English (C1/C2)
• Familiarity with CRM systems and practices (Experience on ZOHO CRM is a plus)
• Experience in the logistics/sourcing field is a plus
• Ability to multi-task, prioritize, and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Strong phone contact handling skills and active listening
• Proven customer support experience & track record of over-achieving quota is a plus