About the Role

We are hiring Customer Support Executives for a leading global logistics and transportation organization. The role involves assisting US-based customers with shipment-related queries, booking requests, account setup, quotations, and shipment tracking.

The ideal candidate should possess excellent communication skills, a customer-centric approach, and the ability to resolve queries efficiently while maintaining high standards of service quality and compliance.

To apply, Call/WhatsApp HR Gufran at (phone hidden)

Key Responsibilities

- Handle inbound calls from US-based customers regarding shipment bookings, account setup, quotations, and shipment status.
- Provide end-to-end customer support and ensure a smooth, professional customer experience.
- Assist customers with booking requests, account creation, and basic onboarding procedures.
- Resolve customer queries, complaints, and service-related issues with a focus on first-call resolution.
- Track customer cases and ensure timely follow-ups and closures within defined Service Level Agreements (SLAs).
- Maintain accurate documentation and adhere to established processes, compliance requirements, and quality standards.
- Identify potential service failures and take proactive steps to minimize recurring issues.
- Escalate complex or critical cases to the appropriate teams whenever required.
- Coordinate with cross-functional teams to ensure effective and timely resolution of customer concerns.
- Meet defined quality, productivity, and customer satisfaction targets.





Required Skills and Qualifications

- Excellent verbal and written communication skills.
- 6 Months of international voice experience
- Ability to communicate confidently with US-based customers over the phone.
- Prior experience in customer service or customer support is preferred, particularly in a voice-based process.
- Strong customer-handling skills, empathy, and a problem-solving mindset.
- Ability to manage multiple customer queries while ensuring timely resolution and follow-ups.
- Good attention to detail and a robust understanding of process compliance.
- Comfortable working in a rapid-paced, target-driven environment.
- Basic proficiency in MS Office, CRM tools, and computer applications.
- Ability to learn current systems and collaborate effectively with team members.

What We Offer

- Competitive remuneration package.
- Supportive, inclusive, and professional work environment.
- Learning and development opportunities.
- Guidance and mentorship from experienced professionals.
- Opportunities to develop customer service, communication, and problem-solving skills.
- Exposure to global customer support operations and cross-functional collaboration.

Equal Opportunity Statement

We welcome applicants from diverse backgrounds and are committed to providing a fair, respectful, and inclusive working environment. Candidates who demonstrate the required communication skills, customer focus, and willingness to learn are encouraged to apply.

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