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.
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 build, grow and maintain an excellent relationship with the Strategic and/or Key and/or Large Account customers in order to foster customer satisfaction, loyalty and advocacy. This is done by pro-actively taking actions aimed at getting to know these customers, as well as their needs and wishes related to doing business with TNT
Inbound transactions: To differentiate TNT’s service offering by providing customers with friendly and professional multi-channel communication during every inbound transaction and enquiry. To provide the customers with accurate information based on their needs whilst identifying any potential improvement areas for TNT if/when they arise and raising them with the Team Leader
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
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
Communication: To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers
Administration: To record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.
Customer Service Team Leader
Secondary school diploma (Degree is valued)
MASTERY of English (additional languages valued)
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
What we offer
A multinational company that is leading the way in its industry, with a strong customer focus and growth strategy
A real opportunity to develop competencies and career
Engaging work environment
Appropriate compensation package according to the profile.
Please read our privacy statement, which applies to TNT’s Pre-Employment Screening. This sets out how we deal with your personal data obtained from you. We respect the privacy of our employees and customers and are mindful of their privacy rights under applicable law, including laws implementing the EU Data Protection Directive.
The updated statement has already been uploaded to the corporate website.
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