Inbound voice process

Job Title: Inbound Voice Process Executive Logistics

Key Responsibilities:

• Handle inbound customer calls related to logistics inquiries, such as shipment tracking, delivery status, and service availability.
• Provide information on products and services, shipping rates, and timelines.
• Resolve customer complaints by understanding the issue, providing accurate solutions, and ensuring timely resolution.
• Coordinate with internal departments (warehouse, dispatch, etc.) to ensure smooth shipment operations.
• Maintain and update customer records in the database after each interaction.
• Follow up on customer queries and ensure satisfaction.
• Adhere to company policies, processes, and performance metrics related to customer service.
• Escalate issues to the appropriate departments when necessary.
• Meet or exceed daily/weekly performance targets, including call handling times and customer satisfaction scores.

Required Skills:

• Communication: Excellent verbal communication skills in [Language(s) required], with clear pronunciation and a customer-friendly attitude.
• Problem-Solving: Ability to think on your feet and provide quick, effective solutions to customer issues.
• Attention to Detail: Accurately document customer information and inquiries in the system.
• Technical Proficiency: Basic knowledge of computer systems and the ability to navigate through various software applications.
• Customer Service Focus: Strong commitment to providing high-quality customer service.

Qualifications:

• Minimum qualification: High School/Diploma or equivalent.
• Prior experience in customer service, particularly in a voice process, is an advantage.
• Freshers with good communication skills are welcome.