Key Responsibilities:
- Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick
response
- Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery
exceptions)
- CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of
tickets
- Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing
information on payment options
- Providing support for shipping services and delivery options available, regulatory compliance,
documentation requirements, claim monitoring
- Analyze and support with insights to improve the process and internal operations and service levels
- Handling customer escalations-preparing RCA / CAPA and providing the solution
- Collaborate with internal stakeholders to maintain and increase performance of client accounts
- Designing SOP, mapping and freezing requirements, client NPS management and providing best solutions
to the business
Required Skills and competencies
- Excellent communication skills: You should possess strong verbal and written communication abilities to
effectively interact with customers and convey information clearly and concisely.
- Customer-centric approach: A deep understanding of customer needs and the ability to keep focus on
their issue is a fast paced and complex environment
- Problem-solving skills: You must be adept at analyzing customer issues, identifying root causes, and
providing appropriate solutions or escalating matters as needed.
- Time management: The ability to prioritize tasks, manage multiple inquiries simultaneously, and meet
deadlines is essential for efficient customer service delivery.
- Familiarity with customer-relationship management (CRM) software programs
- Problem-solving and critical thinking: You will encounter complex customer issues that require effective
problem-solving skills and the ability to think critically. You should be able to analyze situations, evaluate
available options, and propose viable solutions to ensure customer satisfaction.
- Flexible with the working schedule; may be expected to work weekends, holidays and events where there
is increased service demand
