Key Responsibilities

- Handle customer inquiries via phone, email, WhatsApp, and other communication channels.
- Provide accurate information regarding shipment status, delivery schedules, and company services.
- Register customer complaints, queries, and service requests in the system.
- Coordinate with the operations team, warehouse, and delivery staff to resolve customer issues promptly.
- Track shipments and provide timely updates to customers.
- Ensure quick resolution of customer complaints while maintaining high customer satisfaction.
- Maintain qualified and courteous communication with customers at all times.
- Prepare and share daily reports on customer queries, complaints, and resolutions.
- Follow up with customers to ensure issues have been resolved satisfactorily.
- Maintain records of customer interactions and service requests.
- Escalate unresolved or critical issues to the concerned department or reporting manager.
- Assist customers with booking shipments, documentation, and service-related information.
- Support the sales and operations teams in delivering seamless customer service.
- Ensure compliance with company policies, SOPs, and quality standards.
- Perform other customer service and administrative tasks assigned by management.

Skills Required

- Excellent verbal and written communication skills.
- Good customer handling and problem-solving abilities.
- Basic knowledge of MS Office (Excel, Word, Outlook).
- Ability to work under pressure and manage multiple tasks.
- Strong coordination and interpersonal skills.
- Positive attitude with a customer-first approach.

Preferred Qualification

- Any Graduate (B.Com, BBA, BA, B.Sc.



or equivalent).
- 24 years of experience in Customer Support, Logistics, Courier, or E-commerce (Freshers can also apply).
- Knowledge of logistics and shipment tracking is an added advantage.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score
- First Response Time (FRT)
- Complaint Resolution Time
- First Contact Resolution (FCR)
- Number of Customer Queries Handled
- Accuracy of Information Shared
- Customer Feedback Rating
- Attendance & Punctuality
- Adherence to SOPs
- Quality of Customer CommunicationRole & responsibilities

Preferred candidate profile

- Bachelor's degree in any discipline (B.Com, BBA, BA, B.Sc., or equivalent).
- Freshers or candidates with 2-4 years of experience in Customer Support, Logistics, Courier, E-commerce, or BPO are welcome.
- Excellent verbal and written communication skills in English, Telugu, and Hindi (preferred).
- Strong customer handling, interpersonal, and relationship management skills.
- Good problem-solving and conflict resolution abilities.
- Basic knowledge of MS Office (Excel, Word, Outlook) and email handling.
- Ability to coordinate effectively with operations, warehouse, and delivery teams.
- Ability to work in a rapid-paced environment and handle multiple customer queries simultaneously.
- Positive attitude with a customer-first approach and a willingness to learn.
- Strong organizational and time management skills.
- Willingness to work in rotational shifts, weekends, or holidays if required.
- Experience with CRM software or logistics management systems is an added advantage.
- Immediate joiners will be preferred.

Perks and benefits

📌 Customer Support Executive (Hyderabad)
🏢 Ms Sri 4way Express
📍 Hyderabad