This is a remote position.

Customer Service Representative

About the Company A courier and delivery company providing reliable, time-sensitive transportation services, including medical deliveries. The team coordinates pickups and deliveries, supports drivers, and keeps customers informed throughout the delivery process.

Job Summary

We are seeking a detail-oriented, customer-focused Customer Service Representative to serve as the primary point of contact for clients, process delivery requests, and support dispatch operations. You will work closely with drivers and dispatchers to help ensure timely, accurate medical courier services.

Responsibilities

- Handle incoming customer inquiries by phone and provide timely, accurate information about medical courier services.
- Process orders, updates, and delivery changes requested by clients.
- Collaborate with dispatchers and couriers to ensure timely, accurate deliveries.
- Maintain detailed records of customer interactions, orders, and feedback, including communications through WhatsApp, Teams, and similar tools.
- Handle driver pickup and delivery questions, resolve issues, and contact drivers to confirm availability.
- Set up and optimize driver jobs within the transportation management system (TMS).




- Monitor and understand the dispatch board to support dispatcher decision-making.
- Investigate and resolve customer complaints professionally and empathetically.
- Proactively communicate order status, delays, and other relevant updates to clients.
- Identify opportunities to improve the customer experience and share feedback with management.
- Stay current on company services, policies, and applicable medical courier regulations.

Qualifications
- Minimum of 3 years of customer service experience, preferably in a phone-based role; courier, logistics, or healthcare service experience is a plus.
- Strong verbal and written communication skills, with a professional phone manner.
- Ability to resolve complaints calmly, show empathy, and provide clear, accurate updates.
- Strong attention to detail when processing orders, updating delivery information, and documenting interactions.
- Ability to prioritize calls and requests, multitask, and respond to changing delivery needs in a fast-paced environment.
- Comfort using computers, customer service software, and communication tools such as WhatsApp and Microsoft Teams.
- Ability to collaborate effectively with customers, drivers, dispatchers, and management.

📌 Customer Service Representative (Colombia)
🏢 Remotely+
📍 Colombia