Customer Service Associate

Job description

Job Summary Manage inbound and outbound customer interactions related to shipment tracking, delivery updates, pickup requests, escalations, and customer callbacks while ensuring high service quality and customer satisfaction. Key Responsibilities Inbound Voice Support: Handle customer calls, shipment inquiries, complaints, escalations, and CRM documentation. Outbound Voice Support: Conduct callbacks, shipment update calls, delivery coordination, address verification, and follow-ups. Customer Experience Management: Ensure professional communication, FCR, compliance, and customer satisfaction. Key Performance Indicators (KPIs) CSAT, FRT, FCR, Quality Score, AHT, Productivity, Adherence, Escalation Management, Resolution Percentage. Required Qualifications Post Graduates/Graduates preferred with relevant experience. Required Skills Excellent communication, customer handling, CRM knowledge, problem-solving, and multitasking skills. Preferred Experience Min.1 year in Inbound or Outbound Process, Customer Service, Logistics, Courier, or E-commerce operations. Working Conditions Rotational shifts with Sunday working 6-day working schedule, Work from Office.