Job Discription
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## Job Summary:
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.
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## 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.
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## Required Skills:
* Strong communication and email drafting skills.
* Knowledge of international courier/logistics operations.
* Experience handling DHL, FedEx, UPS, Aramex, 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.
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## Qualification:
* Graduate / Post Graduate in any discipline.
* Additional certification in Logistics/Supply Chain Management will be an advantage.
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## Experience:
* 4–8 years of experience in International Courier, Freight Forwarding, or Logistics Customer Service.
* Prior experience in team handling is preferred.
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## Preferred Industry:
* International Courier
* Logistics & Supply Chain
* Freight Forwarding
* E-commerce Logistics
Pay: ₹25,851.00 - ₹35,491.92 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Experience:
- International Logistics/courier: 4 years (Required)
Work Location: In person
