Remote customer service representative supporting global brands for Teleperformance. Resolving customer and technical issues across Canadian provinces from home.
About the role
- Import Customer Service Supervisor leading Hapag-Lloyd Canada’s Montreal customer service team. Driving KPI performance, import expertise, coaching, and operational improvements for global liner shipping.
Responsibilities
- Act as the subject-matter expert for all import-related issues and provide hands-on support for complex problem solving.
- Lead the team to consistently exceed quality commitments and meet KPI targets.
- Identify process gaps, propose improvements, and collaborate with Regional Customer Service and Business Process teams.
- Coach, develop, and conduct performance reviews for team members.
- Communicate new requirements, processes, and procedures clearly and promptly.
- Manage customer escalations to resolution and ensure adherence to Hapag-Lloyd standards.
- Maintain local manuals and guidelines, and ensure training records are up-to-date.
- Support and contribute to global and regional Customer Service projects.
- Promote adoption of new and existing Hapag-Lloyd products and services.
- Participate in cross-functional meetings and provide backup support as needed.
Requirements
- Experience leading and coaching a customer service team.
- University degree or equivalent maritime industry experience.
- Strong interpersonal, analytical, and collaborative skills.
- Excellent written and spoken English is required.
- French proficiency is required for communicating with local colleagues.
- Working knowledge of MS Office suite and CRM systems.
- Ability to motivate a team and drive continuous improvement.
- Solid understanding of import logistics and maritime operations.
- Experience with KPI monitoring and performance management.
- Effective communication skills for training and stakeholder alignment.
Benefits
- Equal opportunity employer
- Full-time employment
- Hybrid work arrangement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Customer Support Consultant resolving complex SaaS support issues for Modern Campus, which serves colleges and universities. Troubleshooting cloud applications and mentoring support specialists.
Bilingual French/English customer service representative supporting consumers for pharmaceutical, healthcare, food, and beauty brands. Handling inquiries, product issues, complaints, and compliance documentation remotely.
Care Navigator guiding Canadian older adults and caregivers through Sailor Health’s mental health intake process. Coordinating therapist matching and providing compassionate patient support.
Client Support Specialist managing enterprise support portfolios for Meltwater’s data intelligence platform. Delivering technical guidance, dashboards, training, and actionable insights to global customers.
Senior advertiser support specialist resolving complex ads policy and safety cases at OpenAI. Improving advertiser support through AI - assisted operations, automation, and cross - functional partnerships.
Customer Service Representative I answering calls and resolving account questions for Intact, an insurance company. Guiding customers through online and mobile self - service tools.
Manager transforming chatbot and IVR channels for EQ Bank, a Canadian fintech serving nearly 4 million Canadians. Leading conversational AI strategy, optimization, analytics, vendors, and delivery.
TD banking associate processing transactions and advising customers at a Nova Scotia branch. Delivering accurate, personalized service while promoting suitable banking solutions.
Remote customer service representative supporting global brands through Teleperformance’s omnichannel customer experience services. Handling inquiries, technical troubleshooting, scheduling, and accurate data entry from home.