Customer Service Executive – Logistics & Escalation Management
Location: Andheri, Mumbai
Working Days: 6 Days
About Snapmint:
Snapmint is India's leading Buy Now, Pay Later (BNPL) and Zero-Cost EMI platform, serving over 10 million consumers across 2,200+ cities. Founded in 2017, the company is growing rapidly and is backed by experienced entrepreneurs from leading organizations such as Swiggy, OYO, Maruti Suzuki, and ZS Associates.
Eligibility Criteria:
- Good communication skills
- Basic knowledge of call handling, phone etiquette, and email writing
- Proficient in MS Office (Excel mandatory – VLOOKUP & Pivot Tables)
- Fluent in English, Hindi, and/or any additional language
- Graduation preferred; HSC pass candidates can also be considered
- Minimum 1 year of experience in Customer Service, Logistics, Supply Chain, or Ecommerce
Key Responsibilities:
- Follow up and ensure timely closure of customer escalation tickets
- Resolve shipment-related issues such as missing/damaged packages, customs delays, and delivery exceptions
- Handle customer escalations, prepare RCA/CAPA, and provide effective resolutions
- Track ticket closures and update shipping and delivery information
- Coordinate with internal teams, external vendors, and courier partners
- Follow up with courier teams for delivery and RTO cases until closure
- Maintain customer records and databases
- Analyze processes and provide insights to improve operations and service levels
Required Skills:
- Strong communication and customer-handling skills
- Good coordination and follow-up abilities
- Basic analytical mindset
- Working knowledge of Excel (VLOOKUP, Pivot Tables)
- Ability to manage multiple tasks and meet deadlines
