Customer Operations Lead – Logistics Innovator

Shift; Greater London; Presencial; GBP 27 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

33 days annual leave

Enhanced MAT and PAT pay

Resumo da oferta

Shift is looking for an Operations Executive in London. You’ll be the operational touchpoint across customer and driver experiences, solving issues promptly and ensuring smooth daily delivery operations in a fast-paced marketplace.

You’ll handle queries by phone and email, investigate problems, maintain SLAs, analyse service trends, and collaborate with internal teams to implement long-term improvements that boost customer satisfaction and efficiency.

Qualificações

• Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
• Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
• Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
• Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
• Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
• Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.

Responsabilidades

• Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
• Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
• Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
• Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
• Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
• Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.

Descrição da oferta de emprego

Shift is looking for an Operations Executive in London. You’ll be the operational touchpoint across customer and driver experiences, solving issues promptly and ensuring smooth daily delivery operations in a fast-paced marketplace.

You’ll handle queries by phone and email, investigate problems, maintain SLAs, analyse service trends, and collaborate with internal teams to implement long-term improvements that boost customer satisfaction and efficiency.