Logistics Executive (Calling)

RentoMojo; Mumbai; On-site; INR 260,000 - 430,000; Full time

Job summary

RentoMojo is seeking an Executive to deliver exceptional customer support across calls and emails, focusing on logistics assistance and a customer-first mindset.

You will maintain CRM records, coordinate with internal teams to resolve issues, and manage escalations from social media, ensuring timely, empathetic responses and high customer satisfaction.

Qualifications

• Excellent verbal and written communication in English and Hindi.
• Ability to multitask and manage multiple conversations.
• Customer-first mindset with strong problem-solving skills.
• CRM experience or familiarity with customer support tools preferred.

Responsibilities

• Handle customer queries through outbound calls and email communication.
• Connect with customers regarding Logistics Support.
• Resolve customer concerns by coordinating with internal departments to ensure timely resolution.
• Manage customer escalations received through social media.
• Reach out to dissatisfied customers to understand concerns and improve their experience.
• Deliver prompt, accurate, and professional responses to customer inquiries.
• Maintain complete and accurate records of customer interactions in the CRM system.
• Ensure adherence to defined service levels, quality standards, and response timelines.
• Build positive customer relationships by providing empathetic and solution-oriented support.
• Identify recurring customer issues and share feedback with relevant stakeholders for process improvements.

Skills

English & Hindi

Local language

Logistics knowledge

Customer service

Problem solving

Multitasking

CRM tools

Interpersonal skills

Ownership

Job description

About the Role

We are looking for a customer-focused and enthusiastic Executive - to deliver exceptional support across multiple customer touchpoints. The role involves handling customer interactions through calls while ensuring timely issue resolution and an outstanding customer experience. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a customer-first mindset.

Responsibilities and Ownership

• Handle customer queries through outbound calls and email communication.
• Connect with customers regarding Logistics Support
• Resolve customer concerns by coordinating with internal departments to ensure timely resolution.
• Manage customer escalations received through social media platforms.
• Reach out to dissatisfied customers (detractors) to understand concerns and improve their overall experience.
• Deliver prompt, accurate, and professional responses to customer inquiries.
• Maintain complete and accurate records of customer interactions in the CRM system.
• Ensure adherence to defined service levels, quality standards, and response timelines.
• Build positive customer relationships by providing empathetic and solution-oriented support.
• Identify recurring customer issues and share feedback with relevant stakeholders for process improvements.

Required Skills

• Excellent verbal and written communication skills in English and Hindi and Local Language is preferred.
• Logistics Knowledge will be a plus
• Strong customer service orientation with a positive attitude.
• Good problem-solving and conflict-resolution skills.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Basic computer proficiency and familiarity with CRM or customer support tools.
• Strong interpersonal and coordination skills.
• Ability to work in a fast-paced and target-driven environment.
• High level of ownership, accountability, and attention to detail.
• Punctual, self-motivated, and eager to learn.