- Key ResponsibilitiesManage and supervise the Customer Support Team to ensure smooth and efficient day-to-day operations.
- Allocate tasks among team members and monitor their performance, productivity, and work quality.
- Handle and resolve customer queries, complaints, and service-related issues promptly and professionally.
- Act as the primary escalation point for complex, urgent, or critical customer concerns.
- Coordinate with Branch, Operations, Delivery, and other internal teams to ensure timely resolution of customer issues.
- Monitor shipment status and ensure customers receive accurate and timely shipment updates.
- Manage key accounts and maintain strong, professional relationships with important clients.
- Ensure consistent follow-up on pending complaints, queries, and service requests until resolution and closure.
- Identify recurring customer issues and collaborate with relevant departments to implement corrective measures and prevent recurrence.
- Train,



guide, and support team members to enhance their skills and maintain high customer service standards.
- Monitor team performance indicators, including response times, complaint resolution, service quality, and customer satisfaction.
- Provide regular updates and reports to management on team performance, customer concerns, and operational challenges.
- Proactively identify opportunities to improve customer experience, service quality, and operational efficiency.
- Manage multiple priorities effectively while maintaining service standards in a quick-paced logistics environment.
- Ensure availability over the phone beyond regular office hours, whenever required, to address urgent customer concerns, critical escalations, and time-sensitive operational issues.

📌 Customer Relationship Manager (Pune)
🏢 Rightways Air Logistics Private
📍 Pune