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.