Customer Support

1 day ago

T Nagar Chennai Tamil Nadu, India EAZYMED TECHNOLOGIES PRIVATE LIMITED Full time ₹ 2,30,000 - ₹ 2,50,000 per year

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, ₹25,000.00 per month

Work Location: In person

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