Job Discription

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Job Summary:

We are looking for an experienced and customer-focused Customer Support Manager for our International Courier & Logistics division. The candidate will be responsible for managing customer service operations, handling escalations, coordinating with international agents/carriers, and ensuring smooth shipment movement with high customer satisfaction.

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Key Responsibilities:
Customer Service Management

* Manage day-to-day customer support operations for international courier shipments.

* Handle customer queries related to shipment tracking, delays, customs clearance, delivery status, claims, and billing.

* Ensure timely responses to emails, calls, and escalations.

* Maintain high customer satisfaction and service quality standards.
Team Management

* Lead and supervise the customer support team.

* Monitor team performance, productivity, and response timelines.

* Conduct regular training sessions for customer service executives.

* Develop SOPs and customer handling processes.
Shipment Coordination

* Coordinate with airlines,



courier partners, destination agents, and overseas teams.

* Follow up on delayed, held, RTO, customs, or exception shipments.

* Support key accounts and high-priority customers.
Escalation & Issue Resolution

* Handle escalated customer complaints professionally.

* Provide quick solutions for operational and service-related issues.

* Ensure proper communication between operations, sales, and customers.
Reporting & Documentation

* Prepare MIS reports for complaints, TAT, delivery performance, and escalations.

* Maintain records of claims, disputes, and customer feedback.

* Monitor KPIs related to customer service performance.
Compliance & Process Improvement

* Ensure adherence to international courier regulations and company policies.

* Suggest process improvements to enhance customer experience and operational efficiency.

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Required Skills:

* Robust communication and email

📌 Customer Support Manager (Gurugram)
🏢 Skyne Express India
📍 Gurugram