CSR Strategic Account in Lisbon (Portugal)

Where: Lisbon (Portugal)

Extent of Work: Full Time

Click here to apply in English

At TNT we care for everyone, whatever and however precise their requirements may be. Delivering millions of parcels, documents and freight consignments worldwide, our expert team treat each delivery with the care, attention and speed it deserves. We connect people and businesses across the planet on a daily basis.

 

We are looking for Customer Service Representative for our Central Strategic Account Desk based in Lisbon (Portugal).

 

The objective of Central Strategic Account Desk is to provide an exceptional customer service, proactively and reactively, across multiple communication channels, in dealing with potential and actual shipments problems.

 

Key accountabilities will be related with Customer Experience strategy support:

Administration
To record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis

 

Communication
To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.

 

Complaints management
To provide the customer with suitable solutions relating to problem shipments or complaints, to satisfy their needs, and to maintain and enhance their loyalty to TNT.

 

Proactivity
To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty to TNT.

 

Revenue Generation and Retention
To identify and act on potential selling opportunities to retain revenue, whilst providing suitable solutions to customers’ requirements.

 

Customer Relationship Management
To Demonstrate knowing the customer by taking actions that are tailored to the customer’s needs and specifics.

 

Profile:

  • Secondary school diploma (Degree is valued)
  • MASTERY of English (additional languages valued)
  • PC skills
  • Communication skills – verbal and written
  • One-year experience in a customer service environment, including complaint-handling responsibilities
  • Experience in communicating with different cultures and/or countries

 

We are also looking for candidates/trainees who:

  • make things happen with passion
  • analytical thinker
  • good Communicator
  • fast learner and dynamic

 

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