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Descrição Do Cargo
Especialista en Servicio al Cliente - Trade Direct
Grado: 8
Presencial - Medellín
Inglés- Avanzado
Job Summary
This role provides high-touch customer service support for international and Trade Direct Cross Border (TDCB) customers, ensuring a seamless end-to-end customer experience. The position requires full ownership of customer issues, from initial inquiry through resolution, with a strong focus on First Call Resolution and proactive communication. The successful candidate will connect processes, systems, and stakeholders to resolve complex cases efficiently and prevent recurrence.
Key Responsibilities
- Support international customers with shipment tracking, billing inquiries, damage/claims handling, and proof of delivery documentation
- Provide dedicated, end-to-end case ownership, ensuring timely and accurate resolution of customer issues
- Investigate and resolve complex cases, including tracing and claims, by collaborating with internal departments such as Billing, Operations, Brokerage, and Delivery Information
- Build and maintain strong relationships with both internal partners and external customers
- Identify root causes and recommend sustainable solutions to improve processes and customer experience
- Maintain proactive communication through follow-ups and outbound contacts to ensure customer satisfaction
- Apply strong analytical thinking and a solution-oriented approach to non-standard or complex scenarios
- Demonstrate accountability, attention to detail, and consistent follow-through
Qualifications And Requirements
- Proven experience in customer service, preferably in logistics, transportation, or international operations
- Strong problem-solving and analytical skills, with the ability to manage end-to-end processes
- Excellent interpersonal and communication skills with a customer-focused mindset
- Fluent in both English and Spanish (written and verbal) – required
- Ability to collaborate effectively across multiple teams and functions
- Strong written communication skills with the ability to convey information clearly and professionally
- Experience navigating multiple systems and tools efficiently
- Knowledge of freight, small package shipping, and logistics processes is an advantage
- Previous experience in international or cross-border operations is preferred
Tipo De Colaborador
Permanente
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