About You
You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.
About the role
• The Customer Success Representative (CSR) role provides business and systems support for the product to
CargoSprint´s primary customers. The CSR is expected to provide ‘first reply’ support and follow up to customer
production issues and questions that are raised through the established channels. (This includes a ticketing system as
well as an emergency phone line.) The CSR is responsible for ensuring that customer issues are responded to,
investigated, and ultimately resolved in accordance with CargoSprint’s service level targets. The CSR serves as the
first point of contact for CargoSprint’s VIP customer base for any issues,
questions or concerns related to the CargoSprint platform (or its ‘white label’ variants). Therefore, the CSR will develop a robust knowledge of the company’s technology and solution offerings as well as industry knowledge to become a trusted resource for the customer. This is a dynamic role in a fast-paced environment where strong communication skills are essential.
What you'll do
• Receive, handle and own priority customer calls and support issues
• Activate and manage problem escalation and resolution processes
• Liaise extensively with engineering support teams for problem resolution
• Demonstrate superior written and verbal communication skills
• Analyze issue trends and occurrences – recommend permanent solutions both functional and technical
• Build long-term relationships of trust with key clients
• Develop, record and maintain key performance indicators – use the information to drive positive, meaningful and permanent change to sy