Job Title: Customer Support Associate
Working Hours: IST
Work Shift: 20 hours/week
Rate: $7-$10 per hour
We are seeking a dedicated individual to join our team as a Customer Logistics Coordinator, with a primary focus on enhancing customer satisfaction and ensuring the smooth delivery of our shipments. The chosen candidate will be responsible for all customer communication related to logistics, tracking shipments, and proactively addressing any potential delays. This role requires exceptional attention to detail, excellent written communication skills, and a commitment to providing quality service to our customers.
- Logistics Focus: Serve as the point of contact for all customer inquiries and requests related to logistics. Monitor and track all shipments to ensure timely delivery.
- Proactive Communication: Proactively communicate with customers regarding any expected delays and reach out to them if shipments need to be collected or picked up. Inform our internal teams accordingly to streamline the process.
- Customer Satisfaction: Enhance customer satisfaction, loyalty, and retention by promptly addressing queries and concerns. Drive Net Promoter Score (NPS) by delivering top-quality service.
- TAT Adherence: Ensure timely resolution of customer complaints while collaborating with cross-functional teams to maintain a positive customer experience and implement service recovery measures.
- Feedback and Reporting: Gather and prepare customer feedback on our product ranges and new releases. Generate reports to analyze customer interactions and service performance.
- Proactive Problem-Solving: Identify customer needs and take proactive steps to maintain positive customer experiences. Seek opportunities to improve the overall logistics and customer support processes.
- Multi-Channel Support: Attend customer queries on various channels and platforms operated by the company, including email, chat, and online platforms.
- Issue Resolution: Resolve product or service problems by clarifying customer complaints, determining the root cause, and providing effective solutions. Follow up to ensure issues are resolved to the customer's satisfaction.
- Effective Collaboration: Collaborate with other teams, such as Sales and Technical Support, to address complex customer concerns and provide comprehensive support.
- Escalation Management: Escalate unresolved issues to the appropriate teams and follow up to ensure timely resolution.
- Any graduate with 1-2 years of relevant experience.
- Strong written communication skills and excellent comprehension abilities.
- Problem-solving analytical approach to address customer concerns.
- Proficiency in Microsoft Excel for data analysis and reporting.
- Strong teamwork skills and the ability to work effectively under pressure.
- Confidence, patience, politeness, tactfulness, and diplomacy when handling difficult situations.
- Good written communication and email etiquette for professional customer interactions.
- Experience in providing live chat support and handling email inquiries.