Senior Customer Care Executive

Job Description

Role & responsibilities Manage and respond to customer inquiries through phone, email, chat, and in-person interactions. Handle complex customer complaints and provide effective resolutions in a professional and timely manner. Oversee the processing of orders, returns, and exchanges for both air and surface operations. Address billing inquiries and resolve payment discrepancies efficiently. Coordinate with internal teams, including transportation, warehousing, and inventory management, to ensure seamless logistics and timely deliveries. Monitor shipment tracking and proactively update customers regarding their deliveries. Escalate critical and unresolved issues to higher management or the concerned department. Maintain accurate records of customer interactions, transactions, and service requests. Identify areas for process improvement and implement strategies to enhance the customer experience. Train and mentor junior customer care executives, ensuring adherence to service quality standards. Ensure compliance with company policies, industry regulations, and safety guidelines related to air and surface operations. Preferred candidate profile Experience: Minimum 2-5 years of customer service experience in transportation, logistics, or a related industry. Communication: Excellent verbal and written communication skills. Problem-Solving: Strong analytical and conflict-resolution skills. Technical Knowledge: Familiarity with CRM tools, tracking systems, and logistics operations. Perks and benefits