Customer Support Executive

Nexera People Solutions; Bengaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

Nexera People Solutions in Bengaluru is seeking a Customer Support Executive to manage customer calls, messages, and emails and to address shipment and delivery inquiries. You will provide shipment status updates, coordinate with the operations and delivery teams, and follow up on delayed or failed deliveries to ensure a smooth customer experience.

The role involves maintaining records, escalating unresolved issues, and sharing regular updates on queries and pending issues within logistics

Responsibilities

• Handling customer calls, messages, and emails.
• Responding to customer queries regarding shipments and deliveries.
• Providing shipment/order status updates to customers.
• Coordinating with the operations/delivery team for shipment-related issues.
• Following up on delayed, pending, or failed deliveries.
• Coordinating delivery rescheduling, where required.
• Recording and tracking customer complaints and ensuring timely follow-up.
• Escalating unresolved or critical issues to the concerned client representative.
• Maintaining basic customer and shipment-related records.
• Sharing daily/weekly updates on customer queries and pending issues.
• Supporting other reasonable customer-service activities related to logistics operations.

Job description

Role & responsibilities

• Scope of Work The Customer Support Executive will be responsible for:
• Handling customer calls, messages, and emails.
• Responding to customer queries regarding shipments and deliveries.
• Providing shipment/order status updates to customers.
• Coordinating with the operations/delivery team for shipment-related issues.
• Following up on delayed, pending, or failed deliveries.
• Coordinating delivery rescheduling, where required.
• Recording and tracking customer complaints and ensuring timely follow-up.
• Escalating unresolved or critical issues to the concerned client representative.
• Maintaining basic customer and shipment-related records.
• Sharing daily/weekly updates on customer queries and pending issues.
• Supporting other reasonable customer-service activities related to logistics operations.