Customer care specialist

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Job Summary:

Customer Care Specialist

Key Roles & Responsibilities:

1. Customer Interaction & Query Resolution

• Handle inbound and outbound calls, emails, and chats from customers regarding shipments, deliveries, and service-related queries.
• Provide timely updates to customers on shipment status, delays, or other concerns.

1. Shipment Tracking & Coordination

• Monitor and track consignments through internal systems and coordinate with operations and warehouse teams for updates.
• Ensure all documentation (invoices, delivery notes, customs clearance papers) is accurate and complete.

1. Issue Handling & Escalation

• Address and resolve customer complaints promptly and professionally.
• Escalate unresolved issues to senior management or relevant departments when required.

1. Relationship Management

• Build and maintain strong relationships with clients to ensure repeat business and customer loyalty.
• Gather feedback from customers and share suggestions for service improvement.

1. Data Management & Reporting

• Maintain accurate records of customer interactions, shipment details, and service requests.
• Prepare daily/weekly reports on customer service performance and shipment status.

1. Cross-Department Collaboration

• Work closely with operations, sales, and accounts teams to ensure smooth service delivery.
• Support sales teams in providing after-sales customer support.

Requirements:

• Graduate in any discipline (preferred: logistics, supply chain, or business).
• 2+ years of experience in customer service, preferably in the logistics/freight forwarding industry.
• Excellent communication skills (English & Hindi).
• Strong problem-solving skills and ability to work under pressure.
• Familiarity with shipment tracking systems and MS Office tools.

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