• Respond to client inquiries – handle incoming calls, emails and chat messages in a timely and professional manner. • Provide prompt and accurate responses to client inquiries regarding products, services and technical support. • Provide product information and assistance - educate clients on the features, benefits, promotions, and usage of products and services. • Offer guidance and troubleshoot support to assist clients. • Collaborate with cross-functional teams to address clients’ needs and resolve complex issues. • Escalate complex or unresolved issues to the appropriate person or Manager. • Identify areas for improvement and share suggestions and feedback with the team.

• Diagnosis, troubleshooting, problem triage or our customers’ open issues • Communicating solutions to our customers • Identifying and escalating potential issues as needed • Proactively communicating and closing the loop with our customers and all stakeholders • Assisting in customer conference calls as necessary • Documenting issues for review • Growing your skills in querying, reviewing, and using data to improve the process and workflow

• You will respond to incoming customer messages via chat, phone calls, email and WhatsApp in a professional and courteous manner. • You will provide satisfactory solutions to customer inquiries, concerns, or issues. • You will create and follow up on tickets to ensure proper handling of customer requests. • You will escalate requests with courier partners to address customer requirements. • You will keep customer follow-up records up to date, including customer contact information, pickup tracking and open tickets. • You must have a thorough understanding of the customer’s current situation, primary couriers, rates, tickets and integrations they have used in order to provide service or resolve their issue. • You will develop strategies and solutions to address problems and incidents presented. • You will maintain regular communication with the Marketing, IT, Sales and Accounting departments to ensure clear communication and resolution of customer issues.

Job Purpose The Customer Service Representative reports to the Call Center Supervisor and provides effective and efficient service to customers and prospects on all services. The representative interacts with customers to provide primary or scripted information in response to routine inquiries about products and services. The representative may also handle and resolve general complaints. Responsibilities - Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards. - Understand customers’ needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies. - Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries. - Processes/administers existing accounts (adding a vehicle or change of address). - May contact customers to respond to inquiries or to notify them of investigation results/updates. - Escalate unresolved customer grievances to a designated team member or department for further investigation. - Determine charges for services requested and transfer them to the appropriate department, if applicable. - Complete forms, change of address records, or discontinued services. - Provide customer services via telephone or person to provide information about products, services, order status, or grievances. - Contribute to overall department targets by achieving Key Performance Indicators (KPIs). - May perform other duties as assigned. Educational Requirements - High School Diploma or GED. Experience Requirements - 0–3-year customer service experience (Must successfully complete a computer literacy assessment) Travel Requirements - No travel required. Physical Requirements/Demands All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. While performing the duties for this job, the employee may be required/subjected to: - Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions. - Standing, walking, lifting, carrying, reaching, pushing, and pulling. - Must be able to lift 15 pounds at a time. Competencies - Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. - Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. - Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. - Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. - Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. - Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. Why Work with Us Emovis offers an excellent benefits package, including: - PTO (Paid Time Off) - Medical, Dental, & Vision Insurance - Holiday Pay - FSA, 401K plans Reward & Recognition We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. Be Part of Something Big What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. Flexible Work Schedule Where possible, we'll help you work when you need to, because life happens. Everyone Has a Voice Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. Room to Grow Learning is built into every role here. You'll get mentorship and take ownership. Make Your Move Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. All-Inclusive Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.