Customer Service Executive

Customer Service Executive

Department

Customer Service / Operations

Reports To

Branch Manager / Customer Service Manager

Job Summary

The Customer Service Executive is responsible for handling customer enquiries, providing shipment updates, resolving complaints, and coordinating with internal operations and courier partners to ensure a smooth customer experience.

Key Responsibilities

Handle customer enquiries through phone calls, WhatsApp, email, and other communication channels.

Provide accurate information regarding shipment bookings, pickup schedules, delivery status, charges, and transit times.

Track international and domestic shipments and provide timely updates to customers.

Coordinate with the Operations and Logistics teams regarding shipment-related issues.

Follow up on delayed, pending, held, returned, or undelivered shipments.

Handle customer complaints professionally and ensure timely resolution.

Coordinate with courier partners, destination agents, and delivery teams when required.

Inform customers about customs queries, documentation requirements, delivery attempts, and other shipment-related issues.

Maintain proper records of customer enquiries, complaints, follow-ups, and resolutions.

Follow up with customers for required shipment documents and information.

Assist customers with booking and shipment-related procedures.

Ensure all customer communications are professional, accurate, and timely.

Escalate unresolved or critical issues to the Branch Manager or concerned department.

Follow up with customers for feedback and maintain good customer relationships.

Support the team in achieving customer service and business targets.

Perform other duties assigned by management.

Required Skills

Excellent communication and customer-handling skills.

Good English communication skills; tamil/Hindi knowledge will be an advantage.

Good telephone and WhatsApp communication skills.

Basic computer knowledge and good typing skills.

Knowledge of email and CRM/logistics software.

Good problem-solving and follow-up skills.

Ability to handle multiple customer enquiries simultaneously.

Patience and a positive attitude while dealing with customers.

Good time management and attention to detail.

Ability to work under pressure and meet deadlines.

Qualification & Experience

Qualification

Plus Two / Diploma / Degree.

Experience

1–2 years of experience in customer service, logistics, courier, freight forwarding, or a related field preferred.

Freshers with good communication skills may also be considered.

Key Performance Areas (KPIs)

Customer enquiry response time.

Customer satisfaction.

Timely shipment updates.

Complaint resolution time.

Follow-up efficiency.

Accuracy of information provided to customers.

Customer retention and relationship management.

Achievement of assigned customer service targets.

Working Conditions

Full-time position.

Office/branch-based role.

Regular coordination with customers, operations teams, branches, warehouse teams, and courier partners.

May require extended working hours depending on operational requirements.

Pay

₹16,000.00 - ₹20,000.00 per month

Work Location

In person

Pay

₹16,000.00 - ₹20,000.00 per month

Benefits

Cell phone reimbursement

Flexible schedule

Paid sick time

Work Location

In person