Operations & Customer Care Executive

Internetwork Expert; Grays; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

MAT and PAT pay enhanced

Job summary

Shift is seeking an Operations Executive to join our expanding logistics marketplace. This full-time role focuses on enhancing the customer and driver experience, resolving queries by phone and email, and driving process improvements across the service team.

You will collaborate with internal teams to address root causes and ensure timely SLAs, contributing to a proactive service culture and high client satisfaction in a fast-paced environment.

Qualifications

• Ability to handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills.
• Proven track record of strong problem solving with a proactive mindset.
• Excellent organisational and time management skills to meet targets and deadlines.
• Strong analytical skills to identify trends and develop actionable insights for process improvement.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Problem solving

Time management

Analytical skills

Independent work

Logistics familiarity

Job description

Shift is seeking an Operations Executive to join our expanding logistics marketplace. This full-time role focuses on enhancing the customer and driver experience, resolving queries by phone and email, and driving process improvements across the service team.

You will collaborate with internal teams to address root causes and ensure timely SLAs, contributing to a proactive service culture and high client satisfaction in a fast-paced environment.