courier customer care representative

Responsibilities:

Customer Service:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Resolve customer complaints and issues efficiently, ensuring a positive customer experience.
Provide accurate information about our services, pricing, and delivery times.
Order Management:
Process customer orders and coordinate with the dispatch team to schedule pickups and deliveries.
Track shipments and provide customers with updates on their order status.
Ensure all customer information is accurately recorded in the system.
Problem Resolution:
Identify and troubleshoot issues related to deliveries, such as delays, lost packages, or damaged goods.
Liaise with couriers and other team members to resolve problems promptly.
Follow up with customers to ensure their issues have been resolved to their satisfaction.
Administrative Support:
Maintain accurate records of customer interactions, transactions, and feedback.
Prepare and distribute daily, weekly, and monthly reports on customer service activities.
Assist in developing and updating customer service policies and procedures.
Collaboration:
Work closely with the logistics and dispatch teams to ensure seamless operations.
Communicate effectively with team members to share customer feedback and suggest improvements.
Participate in team meetings and training sessions to stay updated on company policies and procedures.
Continuous Improvement:
Identify opportunities to improve customer service processes and suggest enhancements.
Stay informed about industry trends and best practices in customer service and logistics.
Provide input on new tools and technologies to enhance the customer experience.