Customer Service Representative

Company Description Shark Group of Companies Inc. is a transportation company founded in 2023 with a focus on transforming the truck and transport industry. The organization aims to make transportation a seamless and sustainable experience, emphasizing innovation and environmental responsibility. Shark Group is committed to setting new standards of excellence across its operations and services. Team members join a forward-looking company that values efficiency, sustainability, and continuous improvement.
Role Description This is a full-time remote role for a Customer Service Representative. The Customer Service Representative will handle inbound and outbound customer communications via phone, email, and chat, responding to inquiries about transport services, schedules, and general account information. The role includes resolving issues, managing complaints, and escalating complex problems to appropriate teams while maintaining a professional and courteous approach. Day-to-day tasks involve documenting interactions, updating customer records, coordinating with operations and logistics teams, and ensuring accurate information is provided to customers. The representative will work to improve overall customer experience by following established procedures, contributing feedback to enhance service processes, and meeting performance metrics related to response time and satisfaction.
Qualifications
Strong customer-facing skills, including Customer Service, Customer Support, and Customer Service Representative experience.
Ability to enhance Customer Satisfaction through active listening, problem-solving, and clear communication.
Experience delivering a positive Customer Experience and maintaining professional relationships with diverse stakeholders.
Excellent verbal and written communication skills in English.
Comfort working remotely, with reliable internet access and the ability to manage time independently.
Proficiency with basic office software and customer support tools (e.g., CRM systems, ticketing platforms) is preferred.
Previous experience in transportation, logistics, or related service industries is an asset.
High school diploma or equivalent required; post-secondary education in business, communications, or a related field is an advantage.

Work arrangement
Yes