Customer Support

2 weeks ago

T Nagar Chennai Tamil Nadu, India EAZYMED TECHNOLOGIES PRIVATE LIMITED Full time

**Job Title: Customer Support & Logistics Coordinator**

**Designation: Customer Support & Logistics Executive**

**Location: T Nagar - Chennai**

**Department: Operations / Customer Experience**

**Reports To: Customer Experience Manager / Operations Manager**

**Job Summary**

We are seeking a detail-oriented and proactive **Customer Support & Logistics Executive** to handle customer interactions, coordinate with logistics partners, and ensure smooth order fulfillment. This role requires strong communication skills, effective multitasking, and a focus on delivering excellent customer experiences while maintaining cost efficiency in logistics operations.

**Key Responsibilities**

**Customer Support**
- Provide timely and accurate responses to incoming customer chats and calls.
- Handle inbound queries, complaints, and follow-ups with professionalism.
- Proactively make outbound calls to customers regarding undelivered or in-transit orders.
- Ensure high levels of customer satisfaction through prompt and courteous service.

**Logistics Coordination**
- Collaborate with logistics teams to resolve delivery-related issues quickly.
- Track undelivered/in-process orders and ensure timely closure.
- Maintain accurate daily dashboards of orders for visibility and tracking.
- Escalate logistics and operational issues promptly for resolution.

**Operational Excellence**
- Minimize repeat shipments due to delivery failures (≤2% monthly).
- Reduce courier penalty charges by ≥2% month-over-month.
- Track and reduce monthly costs related to cold chain delivery failures.
- Ensure ≤1% errors in data entry or logistics processes.

**Key Performance Indicators (KPIs)**
- **Customer Chats**: Respond to ≥95% within SLA (≤2 minutes).
- **Customer Escalations**: Maintain ≤2 unresolved beyond SLA per month.
- **Customer Satisfaction**: ≥90% in post-resolution feedback.
- **Escalation Handling**: 100% of negative feedback acknowledged/escalated within 24 hours.
- **Order Management**: ≥95% undelivered/in-process orders closed same day.
- **Logistics Escalations**: 100% resolved within SLA monthly.

**Qualifications & Skills**
- Bachelor’s degree (preferred in Business, Commerce, or related field).
- 1-3 years of experience in customer support, logistics coordination, or operations.
- Strong communication and problem-solving skills.
- Proficiency in CRM, ticketing tools, and MS Excel/Google Sheets.
- Ability to multitask, prioritize, and handle high-volume interactions.

**Job Types**: Full-time, Permanent

Pay: ₹23,000.00 - ₹25,000.00 per month

Work Location: In person

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