We are looking for an experienced and customer-focused Customer Support Manager for our International Courier & Logistics division. The candidate will be responsible for managing customer service operations, handling escalations, coordinating with international agents/carriers, and ensuring smooth shipment movement with high customer satisfaction.
Key Responsibilities:Customer Service Management
- Manage day-to-day customer support operations for international courier shipments.
- Handle customer queries related to shipment tracking, delays, customs clearance, delivery status, claims, and billing.
- Ensure timely responses to emails, calls, and escalations.
- Maintain high customer satisfaction and service quality standards.
Team Management
- Lead and supervise the customer support team.
- Monitor team performance, productivity, and response timelines.
- Conduct regular training sessions for customer service executives.
- Develop SOPs and customer handling processes.
Shipment Coordination
- Coordinate with airlines, courier partners, destination agents, and overseas teams.
- Follow up on delayed, held, RTO, customs, or exception shipments.
- Support key accounts and high-priority customers.
Escalation & Issue Resolution
- Handle escalated customer complaints professionally.
- Provide quick solutions for operational and service-related issues.
- Ensure proper communication between operations, sales, and customers.
Reporting & Documentation
- Prepare MIS reports for complaints, TAT, delivery performance, and escalations.
- Maintain records of claims, disputes, and customer feedback.
- Monitor KPIs related to customer service performance.
Compliance & Process Improvement
- Ensure adherence to international courier regulations and company policies.
- Suggest process improvements to enhance customer experience and operational efficiency.
Required Skills:
- Strong communication and email drafting skills.
- Knowledge of international courier/logistics operations.
- Experience handling, import/export shipments, and customs-related queries.
- Excellent problem-solving and team management abilities.
- Good knowledge of MS Excel, CRM systems, and shipment tracking portals.
- Ability to work under pressure and manage multiple escalations.
Qualification:
- Graduate / Post Graduate in any discipline.
- Additional certification in Logistics/Supply Chain Management will be an advantage.
Experience:
- 4–8 years of experience in Customer Service ( International Courier, Freight Forwarding, or Logistics Customer Service. will be preffred)
- Prior experience in team handling is preferred.
Pay: Up to ₹35,000.00 per month
Benefits:
Work Location: In person
