Customer Support Executive – Logistics

Job Title: Customer Support Executive – Logistics
Location: Delhi
Department: Logistics

Responsibilities:

1. Proactively reach out to customers to gather information on Return to Origin (RTO) cases and delivery delays.
2. Investigate the reasons for RTOs and delayed deliveries to address issues efficiently.
3. Provide accurate and timely information to customers regarding their RTOs and delayed deliveries.
4. Clearly explain the return and delay processes to customers, addressing any questions or concerns they may have.
5. Maintain a professional and positive demeanor during all customer interactions, ensuring a high-quality customer experience.
6. Resolve customer queries and issues related to delivery delays and returns promptly, providing resolutions in a timely manner.

Qualifications:

1. Educational Qualification: Graduate (Bachelor’s degree in any field).
2. Preferred Qualifications:
   • Associate or Bachelor’s degree in logistics, supply chain management, business administration, or a related field.
   • Experience in handling customer calls related to delivery issues or returns is a plus.
3. Skills:
   • Excellent verbal and written communication skills with a clear phone manner.
   • Proficiency in MS Office and familiarity with CRM systems and logistics software.

Preferred Experience:

1. Experience with NDR (Non-Delivery Report), RTO (Return to Origin), and DTO (Delivery Time Out) processes.
2. Experience using industry-specific logistics software or systems is preferred.
3. Relevant certifications in customer service are an added advantage.
4. Collaborative team player with attention to detail and accuracy in processing and tracking.

Reports to: Nikita Gusai

Salary: ₹20,000 - ₹30,000 per month

Interview Process:

1. HR Screening
2. Interview with Ms. Nikita Gusai
3. Interview with Ms. Anshika
4. Final Interview with Mr. Rajat

HR Screening Round Questions:

1. Can you explain why you are in this field of customer service?
2. How do you ensure effective communication when explaining complex issues?
3. Why are you interested in this role, and what attracts you to our company?
4. How many calls do you think you can attend in a day?
5. Why do you want to change your current company?