1. Manage a high volume of inbound calls (150-180 calls per day) related to logistics and delivery inquiries.
2. Provide accurate information and resolve customer issues concerning shipment tracking, delivery schedules, and other logistics-related queries.
3. Document all customer interactions, including inquiries, complaints, requests, and resolutions, in the CRM system accurately.
4. Escalate complex issues to the appropriate team when necessary and follow up to ensure timely resolution.
5. Maintain a positive and professional attitude while handling customer concerns, delays, or shipment changes.
6. Collaborate with internal teams to ensure prompt and accurate resolution of customer issues.
7. Follow communication scripts, guidelines, and call center protocols to ensure consistency and professionalism.
8. Meet performance metrics and targets for call handling time, quality, and customer satisfaction.
9. Adapt to rotational shifts and a rotational week off schedule.
Shift & schedule:
1. Day shift.
2. 6-day workweek.
3. Rotational shifts.
4. Rotational week off (varies each week).
Xpressbees is an e-commerce logistics specialist company providing reliable and fast logistics solutions to its partners. Our extensive network reach, strong technology platform, and last-mile management system make us one of the most trusted e-commerce logistics solutions providers in India. We successfully deliver 1.5M shipments every day, and this number is scaling exponentially.
