Responsibilities of the Candidate:

Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.
Record pickup requests accurately and coordinate with pickup staff for timely execution.
Resolve customer queries related to shipment tracking, transit times, and delivery updates.
Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.
Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.
Actively liaise with the tracking team for shipment status updates and forward unresolved queries promptly.
Ensure all pickup and delivery requests are managed within defined timelines.
Maintain adherence to best-in-class customer service parameters across all interactions.
Ensure that EMS is properly implemented and that environmental matters are properly handled at all stages
The incumbent should be ISO 14001 :2015 trained or has a good awareness about Environmental initiatives/ ESG
Should be able to handle environmental customer complaints smoothly

Requirements:

Essential: Graduate in any discipline.
1 - 3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).
Freshers with strong communication skills may also be considered.
Proficiency in handling customer service calls and CRM systems.
Knowledge of shipment tracking processes and customer query resolution.
Basic sales orientation with ability to cross-sell products/services.
Communication: Strong verbal communication and listening skills.
Customer Centricity: Passion for delivering exceptional customer service.
Problem-Solving: Ability to resolve queries and escalate issues appropriately.
Team Collaboration: Capability to coordinate effectively with cross-functional teams.