Customer Service Representative

Responsible

• Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS.

• Assess customer needs and provide timely, accurate, and effective solutions to delivery-related inquiries, issues, and exceptions.

• Troubleshoot delivery exceptions in coordination with delivery and carrier teams, including customer availability concerns, route challenges, locating delivery addresses, go-backs, and communicating revised delivery timeframes.

• Monitor assigned delivery routes and teams in real time to support adherence to planned schedules, on-time performance, and successful delivery execution.

• Provide real-time route status updates and proactively communicate delivery exceptions, delays, and risks to relevant stakeholders.

• Report and escalate route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to drive timely resolution.

• Collaborate with field operations and carrier partners to resolve operational challenges and maintain service continuity.

• Deliver intraday updates and reports on route performance, delivery status, and operational exceptions.

• Conduct proactive follow-up with customers following exception-based resolutions to confirm satisfaction and ensure a positive customer experience.

• Support carrier compliance with operational standards, service expectations, and customer requirements.

• Meet defined customer service, dispatch, and operational KPI targets within established service levels.

• Apply company values, policies, and service standards in all customer and stakeholder interactions.

Accountable

• Timely and accurate resolution of delivery issues and exceptions impacting customer experience.

• Consistent achievement of customer service, dispatch, and operational KPI targets.

• Effective route monitoring, issue escalation, and coordination across stakeholders to ensure successful last-mile delivery execution.

• Maintenance of high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts.

• Support of carrier compliance with operational standards, delivery commitments, and customer expectations.

Required qualification, experience & skills

• Excellent written and spoken communication skills

• Bachelor’s degree or an equivalent qualification is required.

• Minimum 2 years of customer service experience preferred in a BPO space; direct call-handling experience required.

• Strong verbal and written communication skills with the ability to provide precise, actionable information.

• Strong organization, time management, multitasking, and prioritization skills.

• Self-motivated, customer-focused, collaborative, and solutions-oriented.

Required Business/ Technical Knowledge

• Microsoft Office Suite proficiency, including Excel, Word, and Outlook.

• Knowledge of last-mile logistics, transportation, or control tower operations preferred.

• Customer service and dispatch KPI awareness within defined service levels.

• Real-time route monitoring, issue escalation, and coordination with field and carrier teams.

• Ability to use telephony, customer management, and routing systems throughout the workday.

• Ability to work independently within established guidelines and apply judgment to routine delivery issues.

Key measures

• Customer service and dispatch KPI achievement within defined service levels.

• Timely customer contact and issue resolution.

• On-time route monitoring and dispatch execution.

• Accuracy and timeliness of intraday route updates.

• Compliance with operational standards and customer expectations.

Shift Timings

• Flexibility to work in rotational shifts, including night shifts, based on business requirements.

• Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.