Customer Support Executive

Role Objective

The Customer Support Executive will act as the first point of contact for TruKKers clients and internal operations teams based across the MENA (Middle East & North Africa) region. Though based in India, the role involves remote support for day-to-day logistics execution, coordination, documentation, and issue resolution. The ideal candidate will possess strong communication skills, a solution-oriented mindset, and the ability to manage time-sensitive tasks across multiple time zones.

Key Responsibilities

Client Coordination & Support

• Serve as the key liaison between MENA-based clients and internal operations teams.
• Respond promptly to customer inquiries via phone, WhatsApp, email, or ticketing system.
• Provide real-time updates on shipments, truck status, loading/unloading, and delivery timelines.
• Ensure adherence to client SOPs and track all SLA commitments.
  

Trip Monitoring & Operations Coordination

• Monitor live trips across KSA, UAE, Oman, Bahrain, and other MENA countries using GPS or internal TMS tools.
• Proactively follow up with drivers, fleet managers, and sourcing teams to ensure timely deliveries.
• Immediately flag any delays, route deviations, or non-compliance incidents to relevant teams.
  

Documentation & System Management

• Collect and validate delivery documents (PODs, invoices, LPOs) shared by field teams or vendors.
• Ensure timely and accurate data entry into internal systems and/or client dashboards.
• Coordinate with FinOps and Invoicing teams to retrieve missing documentation.
  

Issue Resolution & Escalations

• Identify and escalate issues such as delays, vehicle breakdowns, or driver non-responsiveness.
• Coordinate with regional MENA teams to ensure swift resolution and consistent client updates.
• Maintain a structured ticketing log of all escalations and their closure status.
  

Cross-Functional Coordination

• Collaborate with sourcing, fleet, invoicing, collections, and client success teams for smooth execution.
• Join daily sync calls or war-room operations with MENA counterparts.
• Share consolidated daily/weekly operational performance reports with India and MENA leadership.
  

Required Skills & Qualifications

Experience

• 2 years of experience in logistics customer support, international BPOs, or transportation coordination.
• Prior exposure to GCC/MENA markets is preferred. ""

  Hindi Speaking is a MUST ""

Skills

• Proficient in spoken and written English; Arabic is a plus.
• Hands-on experience with CRM tools, TMS platforms, Excel/Google Sheets, and ticketing systems.
• Ability to multitask and work under pressure in a time-critical logistics environment.
  

Behavioral Attributes

• Highly customer-centric with attention to detail.
• Strong problem-solving skills and proactive follow-through.
• Willingness to work in shifts to support MENA time zones.
  

Why Join TruKKer?

• Be part of the fastest-growing transport-tech platform in the Middle East.
• Contribute to a high-impact, cross-border logistics operation.
• Grow within a global logistics ecosystem with strong visibility and learning opportunities.
• Enjoy a collaborative culture, flexible work environment, and an international team experience.