Customer Care Coordinator

2 days ago

Bengaluru Karnataka, India Biocair Full time

The Customer Care Coordinator plays a critical role in engaging with customers to address inquiries, provide assistance, and foster positive relationships, along with driving the effective communication and understanding of customer needs. This will involve collaborating with internal stakeholders to develop efficient shipment solutions, ensuring a timely and effective handover to the logistics specialists for seamless execution.

**Responsibilities will include**:

- Validate and authorize shipment design solutions entered in transportation management system
- Act as second escalation contact for shipment deviations and issue resolution
- Provide support and guidance to Senior Customer Care Coordinators on high priority shipments
- Mange workflow to optimize team resources and avoid unequal distribution of shipment volumes.
- Deputise for Customer Care Managers where appropriate
- Facilitate weekly team meetings to discuss current challenges, recognize performance, and foster a culture of collaboration and continuous improvement
- Hold regular one-on-one meetings with Customer Care Associates and Representatives to provide coaching and feedback on performance and personal objectives
- Compile and manage operational intelligence from customers and Non-Conformance to assist in identifying issues, process improvements, and cost reductions
- Identify and capture all exception expenses incurred in operations and in shipment deviations, ensuring full transparency and appropriate cost allocation
- Act as a Data Steward for customer account and contact information in transportation management system, ensuring quality and accuracy by formatting and cleaning data received by customers and the customer portal per standards set by the Customer Care Manager.

**In addition, you will demonstrate these key competencies**:

- Intermediate proficiency in MS Office Suite: Outlook, Word, Excel
- Experience collecting and interpreting data
- Demonstrable Customer Care experience
- Experience collecting and interpreting data
- Demonstrable Customer Care experience

**In return we offer**:

- A competitive salary of between 800,000 - 1,500,000 INR depending on experience
- Bonus scheme
- Pension
- Paid Leave
- Life Insurance
- Medical Insurance
- Wellness Programme

**Please note this is a full time, night time role, 40 hours per week Monday to Friday 19.00 to 04.00 and is based onsite** at our Bangalore Office (Bengaluru - 560092).**

This is a India based role and the right to live and work in India which will need to be established during the recruitment process.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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