We are looking for a Courier Customer Service Executive to handle customer calls and assist customers with their courier requirements. The role involves understanding the customer's shipment details, destination, package weight and contents, explaining courier rates and collection possibilities, and coordinating the booking and pickup process.
Key Responsibilities
- Contact customers by phone and understand their courier/shipping requirements.
- Collect necessary shipment details such as:
- Pickup location
- Delivery destination
- Approximate weight and dimensions
- Type and quantity of items
- Required delivery service
- Explain applicable courier charges/rates, delivery timelines and service options to customers.
- Check and communicate whether pickup/collection of the shipment is possible from the customer's location.
- Clearly explain which products/items can and cannot be shipped through the courier service based on applicable shipping restrictions.
- Inform customers about any required documents, packaging requirements or other shipment conditions.
- Coordinate with the operations/pickup team to arrange collection of confirmed shipments.
- Follow up with customers to obtain confirmation and complete the booking process.
- Update customer and shipment information accurately in the company's system/records.
- Handle customer queries related to rates, pickup, shipment restrictions,
delivery status and other courier-related matters.
- Coordinate with internal operations teams to ensure smooth processing of customer shipments.
- Follow up on pending enquiries and convert enquiries into confirmed bookings.
- Maintain professional communication with customers and provide timely assistance.
- Ensure a positive customer experience throughout the booking process.
Skills Required
- Good verbal communication and customer-handling skills.
- Comfortable making and receiving customer calls.
- Good understanding of basic English; knowledge of Malayalam is a must.
- Ability to clearly explain rates, services and shipment-related information.
- Good listening and problem-solving skills.
- Basic computer knowledge and ability to maintain records.
- Ability to handle multiple customer enquiries and follow-ups.
- Willingness to learn courier rules, prohibited/restricted items and shipping procedures.
- Previous experience in courier, logistics, customer service, telecalling or inside sales will be an advantage.
Education Any Degree / Plus Two with relevant communication and customer-handling skills.