Customer Support Associate

Cargovahan; Pune District; On-site; INR 250,000 - 380,000; Full time

Job summary

Cargovahan in Pune is seeking a customer service representative to handle inquiries across phone, email, chat, and social media, ensuring timely and professional responses.

You will assist customers with tracking shipments, provide status updates, process orders, and coordinate with logistics teams to resolve issues, while maintaining up-to-date knowledge of company policies and services. Strong communication and problem-solving skills are essential in a fast-paced environment.

Qualifications

• Graduation or equivalent; a degree in customer service or related field is a plus.
• Experience in customer service, preferably in shipping or logistics.
• Strong verbal and written communication skills.
• Ability to stay calm and patient with difficult customers.
• Strong problem solving and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficient with customer service software and common office tools.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or social media promptly.
• Assist customers in tracking shipments and provide status information.
• Handle complaints and escalate when necessary for quick resolutions.
• Process orders, changes, or cancellations accurately in the system.
• Coordinate with shipping and logistics teams to resolve concerns.
• Maintain knowledge of company services, policies, and products to provide accurate information.
• Assist customers with shipping documentation and pricing procedures.
• Ensure high customer satisfaction through active listening and empathy.
• Follow up to ensure issues are resolved.
• Record and document interactions in the CRM system.
• Provide feedback to improve processes based on customer concerns.

Skills

Communication skills

Customer service

Problem solving

Attention to detail

Multitasking

CRM systems

Office software

Education

Graduation or equivalent

Tools

CRM systems

Microsoft Office

Google Suite

Job description

Role & responsibilities

• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.
• Assist customers in tracking shipments, providing accurate information on the status, and offering solutions for any delays or issues.
• Handle complaints and escalation issues to the appropriate department when necessary to ensure quick resolutions.
• Process orders, changes, or cancellations accurately in the system.
• Coordinate with the shipping and logistics teams to resolve customer concerns.
• Maintain a comprehensive knowledge of company services, policies, and products to provide accurate information to customers.
• Assist customers with shipping documentation, pricing, and other relevant procedures.
• Ensure a high level of customer satisfaction through active listening, empathy, and effective problem-solving.
• Follow up with customers as needed to ensure their issues have been resolved.
• Record and document customer interactions and transactions in the company's CRM system.
• Provide feedback to the team on recurring issues and customer concerns to help improve processes.

Preferred candidate profile

• Graduation or equivalent; a degree in customer service, business, or related field is a plus.
• Experience in customer service, preferably in the shipping or logistics industry.
• Strong verbal and written communication skills.
• Ability to remain calm and patient when dealing with difficult customers.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficient in using customer service software, CRM systems, and basic office software (Microsoft Office, Google Suite, etc.).
• Willingness to work flexible hours, including weekends or holidays, as needed.