Customer Service Executive

Department

Customer Service / Operations

Reports To

Branch Manager / Customer Service Manager

Job Summary The Customer Service Executive is responsible for handling customer enquiries, providing shipment updates, resolving complaints, and coordinating with internal operations and courier partners to ensure a smooth customer experience.

Key Responsibilities

- Handle customer enquiries through phone calls, WhatsApp, email, and other communication channels.
- Provide accurate information regarding shipment bookings, pickup schedules, delivery status, charges, and transit times.
- Track international and domestic shipments and provide timely updates to customers.
- Coordinate with the Operations and Logistics teams regarding shipment-related issues.
- Follow up on delayed, pending, held, returned, or undelivered shipments.
- Handle customer complaints professionally and ensure timely resolution.
- Coordinate with courier partners, destination agents, and delivery teams when required.
- Inform customers about customs queries, documentation requirements, delivery attempts, and other shipment-related issues.
- Maintain proper records of customer enquiries, complaints, follow-ups, and resolutions.
- Follow up with customers for required shipment documents and information.
- Assist customers with booking and shipment-related procedures.
- Ensure all customer communications are qualified, accurate, and timely.
- Escalate unresolved or critical issues to the Branch Manager or concerned department.
- Follow up with customers for feedback and maintain good customer relationships.




- Support the team in achieving customer service and business targets.
- Perform other duties assigned by management.

Required Skills
- Excellent communication and customer-handling skills.
- Good English communication skills; tamil/Hindi knowledge will be an advantage.
- Good telephone and WhatsApp communication skills.
- Basic computer knowledge and good typing skills.
- Knowledge of email and CRM/logistics software.
- Good problem-solving and follow-up skills.
- Ability to handle multiple customer enquiries simultaneously.
- Patience and a positive attitude while dealing with customers.
- Good time management and attention to detail.
- Ability to work under pressure and meet deadlines.

Qualification & Experience
- Qualification: Plus Two / Diploma / Degree.
- Experience: 1–2 years of experience in customer service, logistics, courier, freight forwarding, or a related field preferred.
- Freshers with good communication skills may also be considered.

Key Performance Areas (KPIs)
- Customer enquiry response time.
- Customer satisfaction.
- Timely shipment updates.
- Complaint resolution time.
- Follow-up efficiency.
- Accuracy of information provided to customers.
- Customer retention and relationship management.
- Achievement of assigned customer service targets.

Working Conditions
- Full-time position.
- Office/branch-based role.
- Regular coordination with customers, operations teams, branches, warehouse teams, and courier partners.
- May require extended working hours depending on operational requirements.

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Customer Service Executive (Chennai)
🏢 MALABAR WORLD WIDE LOGISTICS
📍 Chennai