Customer Support Executive

2 weeks ago

Mumbai, India EKTA LOGISTIC SOLUTIONS Full time

As a Customer Support Executive at our logistics company, you will be responsible for providing exceptional customer service and support to our clients. You will serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring that all concerns are addressed promptly and effectively. This role requires excellent communication skills, problem-solving abilities, and a strong customer-focused mindset.

Job Description: Customer Support Executive (Logistics Company)As a Customer Support Executive at our logistics company, you will be responsible for providing exceptional customer service and support to our clients. You will serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring that all concerns are addressed promptly and effectively. This role requires excellent communication skills, problem-solving abilities, and a strong customer-focused mindset.ill be responsible for providing exceptional customer service and support to our clients. You will serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring that all concerns are addressed promptly and effectively. This role requires excellent communication skills, problem-solving abilities, and a strong customer-focused mindset.

Position Overview:As a Customer Support Executive at our logistics company, you will be responsible for providing exceptional customer service and support to our clients. You will serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring that all concerns are addressed promptly and effectively. This role requires excellent communication skills, problem-solving abilities, and a strong customer-focused mindset.ort Executive at our logistics company, you will be responsible for providing exceptional customer service and support to our clients. You will serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring that all concerns are addressed promptly and effectively. This role requires excellent communication skills, problem-solving abilities, and a strong customer-focused mindset.

Key Responsibilities:
2. Issue Resolution: Investigate and resolve customer complaints or issues in a timely manner, aiming for first-call resolution whenever possible. Collaborate with internal teams, such as operations, warehousing, and transportation, to ensure timely resolution and prevent recurrence of issues.

3. Order Management: Process customer orders, ensuring accuracy in product selection, pricing, and shipping details. Coordinate with the operations team to ensure smooth order fulfillment, track shipments, and provide customers with regular updates on their orders.

4. Documentation and Data Management: Maintain accurate and up-to-date customer records, including order details, communication history, and issue resolutions. Use CRM software to log customer interactions, track cases, and generate reports as needed.

5. Customer Relationship Building: Develop and nurture positive relationships with customers, striving to exceed their expectations and build long-term loyalty. Identify opportunities for upselling or cross-selling additional services based on customer needs and preferences.

6. Product Knowledge: Acquire in-depth knowledge of the company's logistics services, pricing structure, policies, and procedures. Stay updated on industry trends and advancements to effectively address customer inquiries and provide informed solutions.

7. Continuous Improvement: Identify areas for process improvement and contribute ideas to enhance the overall customer support experience. Collaborate with team members and supervisors to implement best practices and streamline workflows.

8. Training and Documentation: Assist in the creation and maintenance of customer support training materials, FAQs, and knowledge base articles. Contribute to the development of self-service resources for customers to enhance their experience and reduce support volume.

Qualifications and Skills:

- Bachelor's degree preferred.
- Previous experience in customer service or support roles, preferably in a logistics or transportation environment.
- Excellent verbal and written communication skills, with a professional and friendly demeanor.
- Strong problem-solving and decision-making abilities.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proficiency in using CRM software and other customer support tools.
- Attention to detail and a commitment to accuracy in all customer interactions.
- Adaptability and flexibility to handle challenging or demanding customer situations.
- Knowledge of logistics and supply chain processes is a plus.
- Willingness to work in shifts, including evenings, weekends, and holidays as required.

**Salary**: ₹16,500.00 - ₹22,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided

Schedule:

- Day shift

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