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, qualified 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 fast-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