Customer Service Associate (USA)

Freightos is a global booking and payment platform for the freight industry, and they are seeking a Customer Service Associate to manage eBookings. The role involves monitoring bookings, providing customer support, resolving issues with airlines, and documenting feature requests to improve the user experience.

Responsibilities:

• Monitor all eBookings placed on-platform like a hawk to ensure that every bit and byte of data is transferred effectively from the freight companies on our platform to the airlines
• Yes, there’s a lot of tech involved but trust us, we’ll help you learn how to use it
• When you’re moving EVERYTHING in the world, things happen. But that’s why you’re there. Like a Shipping Sherlock Holmes, you’ll track and investigate eBookings issues
• When things go wrong, you’ll ring the alarm bells, escalating appropriately to the right people
• Customers come first (once we’ve had coffee). You’ll be there on the front-line, as the point of contact for our users, providing live support via chat, and back office support working on tickets, following up with Freight Forwarders to ensure that everything goes so well when they eBook, they prefer to book air freight than hang out at pool parties. As a matter of fact, they’ll enjoy it so much that they’ll come back and book again
• We love our airlines too. So you’ll serve as the point of contact for airlines to resolve any technical or operational discrepancies related to eBookings
• As you gain on the ground insights, you’ll document feature requests and help prioritize our roadmap. Trust us, it feels amazing when you get to tell a customer something they asked for is being developed. Cherish it
• Like Buzz Lightyear in Toy Story, you’ve got a friend. Together with our User Engagement Specialist, you’ll help automate communication and streamline on-platform training

Requirements:

• Tech-savvy; be comfortable using multiple platforms and web-based tools
• You have up to a year of experience being in contact with clients around the world (Customer Service, Project Management or similar)
• You'll need at least one year of experience using software to manage tasks and/or support tickets
• Methodological, organized and detail-oriented as we're all around the world, you must be able to prioritize and manage multiple issues and tasks at the same time
• Experience in a fast-growing transactional business
• Logistics or supply chain skills. And no, ordering stuff on Amazon doesn't count
• Additional languages would be great
• API knowledge; understanding how to read JSON requests and responses
• Preparing and presenting update reports