Position: CRM Executive
Industry: Courier & Logistics
Experience: 1+ year of experience in the Courier/Logistics industry
Department: Customer Relationship Management / Operations
Job Responsibilities
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 positive relationships with existing customers and support customer retention.
Requirements
Minimum 1 year of experience in the Courier/Logistics industry is mandatory.
Good knowledge of courier operations and shipment tracking.
Excellent communication and customer-handling skills.
Valuable knowledge of Malayalam and English.
Basic computer knowledge and MS Office skills.
Ability to work under pressure and handle multiple customer queries.
Positive 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.