Customer Service Specialist

Responsibilities

• Proactively manage customer cases by resolving doubts and issues through various contact channels to improve user experience.
• Keep customers informed regarding updates, changes, and best practices in accordance with established SLAs.
• Handle inquiries related to customs procedures, taxes, and international regulations, including monitoring international shipments and resolving customs delays.
• Ensure all required documentation, such as invoices and certificates of origin, is correct and complete.
• Manage tickets via HubSpot CRM, ensuring correct categorization and property completion.
• Utilize internal tools including HubSpot, Timedoctor, Skydropx platform, Slack, and Gmail to maintain operational efficiency.
• Escalate complex cases to internal departments (Finance, Tech, Product, etc.) or supervisors when necessary.
• Meet performance indicators including first response time, resolution time, CSAT, quality, and productivity.
• Maintain and update databases and documentation for managing information with providers.

Requirements

• Bachelor's degree in Industrial Engineering, Logistics, International Business, Business Administration, or a related field.
• 2+ years of experience in similar customer service or logistics roles.
• Advanced proficiency in Microsoft Excel.
• Proactive attitude with strong problem-solving, empathy, and customer service skills.

Preferred Qualifications

• Knowledge of SQL.
• Experience using HubSpot or other CRM platforms.

Benefits

• Competitive salary.
• Opportunities for professional growth and development.
• Work within a dynamic, ambitious, and multicultural environment.

About the Company

Skydropx is innovating logistics across Latin America, helping businesses automate and simplify their shipping processes through advanced technology and a visionary team.