Operations Executive (Extra Care)

Job Summary

  The Customer Services Executive serves as the primary point of contact between the company and its customers. The role is responsible for handling customer inquiries, resolving complaints, providing accurate tracking and service information, and ensuring a high level of customer satisfaction to maintain long-term professional relationships.

Key Responsibilities

Customer Support & Inquiry Handling:

• Respond promptly and professionally to customer inquiries regarding service rates, transit times, and delivery status via phone, email, and social media channels.
• Guide customers through service options and assist them with parcel tracking or system registration.

Complaint Management & Resolution:

• Efficiently handle and resolve customer complaints, issues, or disputes (e.g., delayed deliveries, damaged packages) with patience and empathy.
• Escalate complex or unresolved issues to the appropriate department or supervisor while keeping the customer updated.

Inter-departmental Coordination:

• Coordinate closely with the Operations, Delivery, and Logistics teams to ensure customer requests and issues are addressed swiftly.
• Follow up on pending deliveries or special handling requests on behalf of the customer.

Data Management & Record Keeping:

• Maintain accurate logs and records of customer interactions, inquiries, complaints, and actions taken in the customer database or CRM system.
• Process service bookings, updates, or modifications accurately.

Feedback Collection & Service Improvement:

• Gather customer feedback and suggestions to share with management for continuous service and operational improvement.

Job Requirements

Education: Bachelor’s degree or Diploma in Business Administration, Logistics, Supply Chain Management, or a related field.

Experience: Minimum 1 to 3 years of hands-on experience in express courier, freight forwarding, or e-commerce logistics operations.

Technical Skills:

• Proficiency in logistics tracking platforms and delivery management systems.
• Strong working knowledge of spreadsheet software (MS Excel / Google Sheets) for tracking data and metrics.

Soft Skills: Above-average communication and negotiation skills for handling driver management, vendor updates, and dispute resolutions.

Key Traits: High adaptability to fast-paced environments, strong local geography knowledge, and robust analytical problem-solving abilities under pressure.