Develop and maintain excellent client relationships with customers, internal sales and customer service associates
Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
Communicate final resolution back to customer via e-mail and/or phone
Record comprehensive details of the interaction via case-tracking system to enable accurate tracking and reporting
Meet and exceed service level agreements and personal metric goals
Demonstrate a commitment to quality improvement and root-cause diagnosis to prevent issue recurrence
Provide support and best practices to the client for all products in accordance with standard operating procedures
Participate in initial and ongoing training of new features and functionality
Use troubleshooting techniques and tools to identify the root cause of issues
Research client/customer complaints about product and service failures
Work cross functionally with other internal groups to expedite problem resolution
Communicate resolutions across departments as needed
The role offers great opportunities to learn all aspects of the business. Our job descriptions evolve with our business need and priorities. In addition to the description above, your participation in ad hoc projects as required by changing business goals and requests from World Courier Leadership.

College Degree or equivalent preferred.
1- 2 years’ experience in a product/online support role.
Strong Microsoft Word, PowerPoint and Excel skills.
Excellent oral and written communications skills.
Able to successfully handle multiple priorities.
Exceptional problem-solving skills.
Customer-facing attitude and ability to maintain professional demeanor amidst deadlines.
Ability to work with cross-functional teams.
Strong organizational and time management skills.
Detail-oriented with a high level of personal accountability.
Technical and or Development background (nice to have).
Web Operations Background (nice to have).
Sitecore experience (nice to have).

We offer a competitive annual bonus, life insurance from day 1 and a best-in-class health insurance package. As our employee you have the benefit of our referral bonus scheme, our boundless learning opportunities including language training and our global employee assistance program. We provide up to 6 fully paid benefit days a year and a wonderful office in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all time.

Become part of our purpose-driven, multicultural team now and help us create healthier futures.