Customer Service Executive

Role & responsibilities

1. Attend Incoming Calls:

   Handle customer queries related to bookings, pickups, deliveries, delays, and complaints.

2. Track Shipments & Provide Updates:

   Track consignments and proactively share updates with customers via

   phone, email, or WhatsApp

   .

3. Check and Respond to Emails:

   Monitor the customer support mailbox regularly and

   respond to all customer emails promptly and professionally

   .

4. Follow Up on Pending Issues:

   Ensure timely follow-ups with internal teams or customers regarding unresolved queries, open complaints, or delayed shipments.

5. Resolve Complaints Effectively:

   Log, track, and resolve customer complaints while maintaining a polite and solution-focused tone.

6. Coordinate with Operations Team:

   Work closely with warehouse, dispatch, and driver teams to resolve customer issues and ensure smooth delivery operations.

7. Maintain Records:

   Accurately document all customer interactions, queries, and complaint resolutions in the system or manual logs.

8. Send Reports & Documents:

   Share PODs (proof of delivery), invoices, dispatch details, and other documents via email when required.

9. Escalation Handling:

   Escalate unresolved issues to the concerned team or manager and ensure they are closed on priority.

10. Ensure Customer Satisfaction:

    Represent V4 Cargo positively by delivering a smooth and respectful customer service experience.

11. Support Sales Team (If Needed):

    Forward any business inquiries, lead references, or new service requests received via calls or emails to the sales team.

Preferred candidate profile

• Experience:

  13 years in

  customer support

  or

  backend coordination

  (preferably in logistics, transport, courier, or e-commerce)

• Communication Skills:

• Excellent

  verbal and written

  communication
• Fluency in

  Hindi

  is a must;

  English

  is preferred
• Polite, clear, and professional tone over phone and email
  

• Technical Skills:

• Basic knowledge of

  Microsoft Excel

  ,

  Email Handling

  , and

  WhatsApp Web

• Experience with

  CRM systems

  or order tracking software is a plus

• Soft Skills:

• Patience

  ,

  problem-solving attitude

  , and

  attention to detail

• Strong

  follow-up skills

  to ensure issue closure
• Ability to work under pressure and multitask
  

• Behavioral Traits:

• Responsible
  
• Positive attitude and willingness to take ownership
  
• Team player with a customer-first approach
  

• Other Preferences:

• Candidates from logistics, courier, transport, or BPO background will be preferred
  
• Local candidates or those familiar with the

  Delhi-NCR logistics market

  will have an advantage