- Handle customer enquiries, complaints, and service requests professionally.
- Coordinate with hub and operations teams regarding shipment status and delivery issues.
- Track courier shipments and provide timely updates to customers.
- Handle customer calls, WhatsApp messages, and other communication channels.
- Resolve delivery-related complaints and ensure customer satisfaction.
- Coordinate with delivery executives and branch teams for pending shipments.
- Maintain accurate customer and shipment-related records.
- Follow up on delayed, returned, damaged, or undelivered shipments.
- Escalate critical customer issues to the concerned department or management.
- Prepare daily CRM reports and update management regarding customer complaints and resolutions.
- Maintain good relationships with existing customers and support customer retention.
Requirements
- Minimum 1 year of experience in the Courier/Logistics industry is mandatory.
- Positive knowledge of courier operations and shipment tracking.
- Excellent communication and customer-handling skills.
- Good knowledge of Malayalam and English.
- Basic computer knowledge and MS Office skills.
- Ability to work under pressure and handle multiple customer queries.
- Good coordination and problem-solving skills.
- Candidates with experience in courier CRM/customer service will be preferred.
Key Skills Customer Relationship Management | Courier Operations | Shipment Tracking | Complaint Handling | Customer Support | Communication | Coordination | Problem Solving
Preferred Candidate A candidate with practical experience in a courier company who understands shipment processes, delivery operations, customer complaints, and coordination with hub/branch teams.