The Logistics Service Representative II – IB Agent will support our customer/client by answering inbound and making outbound calls. Providing high level personalized customer service in order to meet our member requests for transportation and assistance for approved members.

Responsibilities & Duties

• Answer 80+ inbound calls in a courteous and professional manner to assist customers with their transportation inquiries

• Coordinate all transportation arrangements utilizing Customer Relationship Management (CRM) Software

• Provide excellent customer service, follow-ups, updates, while resolving complaints, addressing escalations; and involving management when/as needed and

• Document customer interactions and/or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Dispatch transportation assignments and establishes partnerships with vendors

• Possess strong organizational skills for input of necessary procedural forms while preforming clerical duties i.e. faxing, copying, emailing, filling, etc.

• Take ownership of outbound/inbound customer, and client communications through various channels while working cross-functionally through programs, and special projects

• Update applicable Program Database(s) while following policy and procedures

• Meet or exceed key performance standards, quality objectives and performance goals

Qualifications

• 1+ year in a Customer service experience within a Contact Center
• Able to handled high call volume ( 80 – 90 call per day )
• High School Diploma or GED from an accredited institution required
• Proficient in Portuguese (95%+)
• Proficient in English (95%+)
• Professional telephone etiquette
• Proficiency with Microsoft Office Suite
• Ability to effectively work within established contractual turnaround times
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Attention to detail and accuracy
• Internet Speed Req: 30 Mbps download, 5 Mbps upload
• 80% of work should be remote, WFH Policy

PHYSICIAL REQUIREMENTS

• Will perform repeated movements that involve fingers, wrists and hands
• Constant movement of office machinery such as laptop, headset, phone, etc.
• Remaining in stationery position often sitting or standing for a prolonged period
• Quiet and limited distraction work from home environment

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

 Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.