The Customer Experience Specialist (JL2) will be responsible for supporting customer-facing activities across customer channel management, case management, onboarding, relationship management, contract and dispute management, and administrative operations. The role requires solid focus on accuracy, process adherence, timely resolution, and effective communication with customers and stakeholders.

Responsibilities

- Managing customer-facing activities, including customer channel management, case management, onboarding, and relationship management.
- Supporting customer interactions and ensuring timely and accurate responses to customer queries.
- Handling customer cases, follow-ups, and basic escalations with ownership.
- Supporting customer onboarding and relationship management activities in line with established processes.
- Supporting contract and dispute management activities, including documentation, validation, and follow-ups.
- Executing administrative and operational tasks to support day-to-day customer and business operations.
- Following standardized work routines, processes, and guidelines to ensure consistent service delivery.
- Ensuring the accuracy and timeliness of transactional and administrative activities.




- Identifying and resolving routine operational issues within defined processes and escalating non-routine problems to experienced colleagues or supervisors.
- Applying job-related knowledge and established procedures to complete tasks within defined scope and complexity.
- Maintaining accurate documentation and records related to customer and operational activities.
- Ensuring effective communication and coordination with relevant internal and external stakeholders.

Qualifications

- Graduate with relevant experience in customer experience, customer service, shared services, administration, logistics, or operations.
- Minimum 2 years experience in customer interaction and case management roles preferred.
- Strong communication, problem-solving, and stakeholder management skills.
- Ability to follow standardized processes while exercising independent judgment within defined guidelines.

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📌 Lead Logistics Customer Experience and Operations Specialist (Pune)
🏢 APM Terminals
📍 Pune