International Customer Service Associate

Our client is an American multinational shipping & receiving and supply chain management company founded in 1907. Operating in more than 220 countries and territories, they are committed to moving the world forward by delivering what matters. Beginning as a small messenger service and a $100 loan, they now have more than 500,000 users around the globe. They are a transportation and logistics leader, offering innovative solutions to customers, big and small. They understand and appreciate their responsibility to help build safer, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.

Responsibilities:

• Provides dedicated support to International shippers, primarily supporting US operations, ensuring a seamless customer experience.
• Analyzes and resolves Preferred account issues, taking full end-to-end ownership of each case until final resolution.
• Focuses on First Call Resolution by effectively navigating systems, identifying root causes, and coordinating solutions across functions.
• Builds and maintains strong relationships with internal partners (e.g., Billing, Delivery Information, Operations, Brokerage) to facilitate timely and effective issue resolution.
• Develops and maintains trusted relationships with external customers through a strong customer-focused approach and proactive communication.
• Connects the dots across processes, systems, and teams to identify gaps, prevent repeat issues, and drive sustainable solutions.
• Demonstrates out-of-the-box thinking when resolving non-standard or complex customer scenarios.
• Maintains a strong customer advocacy mindset, balancing internal requirements with external customer expectations.
• Makes outbound calls and follow-as needed to ensure clear communication and customer satisfaction throughout the resolution process.

Requirements:

• High school diploma, GED, or international equivalent
• Strong English oral and written communication skills, with the ability to communicate clearly with both internal and external customers
• Strong problem-solving and analytical skills, with the ability to think holistically across end-to-end processes
• Proven customer focus, with the ability to build and maintain effective working relationships with customers and internal stakeholders
• Ability to navigate multiple systems and tools efficiently
• Demonstrated ownership mindset and accountability for results
• Previous customer service experience
• Experience supporting International or US-based operations is an asset

Additional Comments:

• The role will be based in Chennai.
• US working hours required