Customer Service Agent

About the role

As a Customer Service Agent you will be the first point of contact for ONE's SME clients, handling inquiries and resolving service issues through Service Cloud and other channels. You will guide clients in using self‑service tools, support the ONECare and Key Accounts segments, and contribute to a high‑quality customer experience.

Key responsibilities

• Provide prompt frontline responses to service queries and deliver initial solutions according to SOPs.
• Educate clients on self‑service and e‑commerce tools to increase automation and efficiency.
• Maintain up‑to‑date knowledge of sector regulations, SOP changes, and internal tools.
• Collaborate with the Customer Service team, Sales (Key Accounts & ONECare), and other departments to ensure smooth case escalation.
• Promote ONE’s tech enablers and digital transformation initiatives.
• Ensure compliance with company policies and proactively share feedback for tool improvement.

Required profile

• 3–5 years of experience in customer service or shipping logistics.
• Intermediate English proficiency (B2) or higher.
• Certified to process DG shipments (preferred).
• Strong attention to detail, resilience, and a learning mindset.

Required skills

• Service Cloud (Salesforce) usage for case management.
• DG shipments certification.

What we offer

• Opportunity to work with a growing suite of self‑service and e‑commerce tools.
• Collaboration with cross‑functional teams in a dynamic environment.
• Professional development and career growth within ONE’s expanding service portfolio.