Job Discription

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.

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.

Required Skills:

Strong communication and email drafting skills.

- Knowledge of international courier/logistics operations.
- Experience handling DHL, FedEx, UPS, Aramex, import/export shipments, and customs-related queries.
- Excellent problem-solving and team management abilities.
- Good knowledge of MS Excel, CRM systems, and shipment tracking portals.
- Ability to work under pressure and manage multiple escalations.

Qualification:

Graduate / Post Graduate in any discipline.

- Additional certification in Logistics/Supply Chain Management will be an advantage.

Experience:

4–8 years of experience in International Courier, Freight Forwarding, or Logistics Customer Service.

- Prior experience in team handling is preferred.

Preferred Industry:

International Courier

- Logistics &
- Supply Chain
- Freight Forwarding
- E-commerce Logistics

Pay: ₹25,851.00 - ₹35,491.92 per month

Advantages

- Cell phone reimbursement

- Provident Fund

Experience

- International Logistics/courier: 4 years (Required)

Work Location: In person

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