Responsible

- Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS.

- Assess customer needs and provide timely, accurate, and effective solutions to delivery-related inquiries, issues, and exceptions.

- Troubleshoot delivery exceptions in coordination with delivery and carrier teams, including customer availability concerns, route challenges, locating delivery addresses, go-backs, and communicating revised delivery timeframes.

- Monitor assigned delivery routes and teams in real time to support adherence to planned schedules, on-time performance, and successful delivery execution.

- Provide real-time route status updates and proactively communicate delivery exceptions, delays, and risks to relevant stakeholders.

- Report and escalate route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to drive timely resolution.

- Collaborate with field operations and carrier partners to resolve operational challenges and maintain service continuity.

- Deliver intraday updates and reports on route performance, delivery status, and operational exceptions.

- Conduct proactive follow-up with customers following exception-based resolutions to confirm satisfaction and ensure a positive customer experience.

- Support carrier compliance with operational standards, service expectations, and customer requirements.

- Meet defined customer service, dispatch, and operational KPI targets within established service levels.

- Apply company values, policies, and service standards in all customer and stakeholder interactions.

Accountable

- Timely and accurate resolution of delivery issues and exceptions impacting customer experience.

- Consistent achievement of customer service, dispatch, and operational KPI targets.

- Effective route monitoring, issue escalation, and coordination across stakeholders to ensure successful last-mile delivery execution.





- Maintenance of high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts.

- Support of carrier compliance with operational standards, delivery commitments, and customer expectations.

Required qualification, experience & skills

- Excellent written and spoken communication skills

- Bachelor’s degree or an equivalent qualification is required.

- Minimum 2 years of customer service experience preferred in a BPO space; direct call-handling experience required.

- Strong verbal and written communication skills with the ability to provide exact, actionable information.

- Strong organization, time management, multitasking, and prioritization skills.

- Self-motivated, customer-focused, collaborative, and solutions-oriented.

Required Business/ Technical Knowledge

- Microsoft Office Suite proficiency, including Excel, Word, and Outlook.

- Knowledge of last-mile logistics, transportation, or control tower operations preferred.

- Customer service and dispatch KPI awareness within defined service levels.

- Real-time route monitoring, issue escalation, and coordination with field and carrier teams.

- Ability to use telephony, customer management, and routing systems throughout the workday.

- Ability to work independently within established guidelines and apply judgment to routine delivery issues.

Key measures

- Customer service and dispatch KPI achievement within defined service levels.

- Timely customer contact and issue resolution.

- On-time route monitoring and dispatch execution.

- Accuracy and timeliness of intraday route updates.

- Compliance with operational standards and customer expectations.

Shift Timings

- Flexibility to work in rotational shifts, including night shifts, based on business requirements.

- Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.

- - Fluent English language proficiency for clear communication during international calling.
- Strong understanding of logistics and international voice process knowledge is an added advantage.

📌 Customer Service Representative (Chennai)
🏢 A.P. Moller - Maersk
📍 Chennai