Customer Support Associate

Job Summary:

We are looking for a proactive and detail-oriented Customer Support Associate for the Cross Border. The role involves shipment tracking, customer coordination, issue resolution, SLA monitoring, and operational support for international shipments across Saver and Express services. The candidate will work closely with operations, carriers, clients, and internal stakeholders to ensure smooth shipment movement and enhanced customer experience.

Key Responsibilities:

Track and monitor cross-border shipments from pickup to delivery.

Coordinate with operations, hubs, carriers, and last-mile teams for shipment updates.

Handle customer queries related to shipment status, delays, exceptions, and delivery concerns.

Ensure timely resolution of escalations and customer complaints.

Monitor SLA adherence and highlight ageing or delayed shipments.

Maintain accurate records of shipment activities and customer interactions.

Verify shipment documentation and support compliance requirements.

Share daily operational reports and exception trackers with stakeholders.

Coordinate with internal teams for reattempts, appointment deliveries, and shipment recovery.

Support newly onboarded clients with process coordination and issue handling.

Identify process gaps and suggest operational improvements.

Required Skills:

Good communication and coordination skills.

Basic understanding of logistics and supply chain operations.

Ability to work under pressure and manage multiple tasks.

Strong analytical and problem-solving skills.

Good knowledge of MS Excel and reporting.

Customer-centric approach with attention to detail.

Eligibility:

Graduate in any discipline.

03 years of experience in logistics, e-commerce, courier, or customer support operations.

Experience in cross-border logistics will be preferred.

Preferred Qualities:

Ownership mindset and proactive follow-ups.

Team player with good stakeholder management skills.

Ability to handle escalations effectively.

Flexible to work in rotational shifts if required.

KPI / Performance Metrics:

SLA adherence

Shipment ageing control

Escalation resolution TAT

Customer satisfaction

Exception handling efficiency

Reporting accuracy and timeliness