Bilingual Contact Center Representative

The contact center representative will contribute to building great customer experience moments by providing a world-class service via inbound and outbound calls. The representative will own the resolution to last mile delivery problems, assuring customer satisfaction throughout this phase of the logistics journey. This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can generate genuine connections with customers, and are passionate about customer experience.
Key Responsibilities:
Provide world-class customer experience via inbound and outbound calls.
Resolve last-mile delivery logistics problems, assuring customer satisfaction.
Coordinate communication between customers, delivery teams, stores, and/or warehouses.
Meet customer service KPIs targets.
Comply with additional activities assigned, such as Proof of Delivery Tracking, chat, email, or case assignment.
Demonstrate loyalty to the A.P. Moller – Maersk Group Core Values and Character.

Requirements:
English Level C1 required
High School Diploma or equivalent required (bachelor’s degree preferred).
Minimum 2 years of contact center experience (knowledge in retail is a plus).
Customer Service and/or direct call handling experience.
Last Mile logistics and/or transportation industry knowledge preferred.
Ability to work standard work shift between 5 AM – 12 AM (MX) and have flexibility to work holidays and weekends.
Ability to go to the office in hybrid model (3 times a week) if scheduled between 7 am to 7 pm; if outside of that timeframe, it is work from home.

Technical Skills and Competencies:
Excellent MS Office proficiency (Excel, Word, and Outlook).
Self-motivated and independent work style.
Ability to work successfully across organizational lines.
Good verbal, written, and presentation skills.
Ability to communicate efficiently and provide precise details.
Organizational and time management skills (multi-tasking and prioritizing).
Customer-focused and solutions-oriented.