Job Description

Job Overview

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Representatives. The role involves assisting customers and delivery drivers over chats and email and providing timely support for shipping and delivery-related queries.

Key Responsibilities

- Handle inbound chats interactions from customers and delivery drivers.
- Assist drivers with updates regarding customer packages and orders.
- Help drivers correct or update delivery coordinates when required.
- Support drivers with issues related to lost packages, directions, access codes, and self-service options.
- Understand customer/driver concerns and provide appropriate solutions by managing 2 or 3 chats at a time.




- Maintain a qualified, courteous, and customer-focused approach during all interactions.
- Follow proper phone etiquette and maintain effective call control.
- Document incidents and submit the appropriate forms as required.
- Transfer calls to the appropriate department whenever necessary.
- Escalate issues to the next level of support when required.
- Follow defined processes, policies, procedures, scripts, and confidentiality guidelines.
- Ensure accurate and clear communication in all customer interactions.

📌 Consultant - Customer Service (Mumbai)
🏢 Sutherland
📍 Mumbai