We are seeking a courteous, proactive, and customer-focused Customer Care Executive to join our courier company. The ideal candidate will be responsible for handling customer inquiries, resolving complaints, tracking shipments, and ensuring a high level of customer satisfaction through timely and effective communication.

Key Responsibilities:

• Respond to customer queries via phone, email, and chat in a professional and timely manner.
• Assist customers with tracking shipments, booking courier pickups, delivery status, and general inquiries.
• Handle complaints and issues related to lost, delayed, or damaged shipments with empathy and urgency.
• Coordinate with operations, dispatch, and delivery teams to resolve customer concerns.
• Maintain accurate records of customer interactions and update internal systems.
• Follow up with customers to ensure issues are resolved and they are satisfied with the service.
• Provide information about services, rates, and company policies.
• Escalate unresolved issues to the appropriate internal departments.
• Maintain service standards and achieve KPIs such as response time, resolution rate, and customer satisfaction score.

Requirements:

• High School Diploma or equivalent (Bachelor’s degree preferred)
• Prior experience in customer service, preferably in logistics, courier, or transportation industry
• Excellent verbal and written communication skills in [local language and/or English]
• Strong problem-solving and interpersonal skills
• Proficiency in using CRM systems and basic computer applications (MS Office, email)
• Ability to multitask and work under pressure in a fast-paced environment
• Positive attitude and customer-first mindset

Preferred Qualifications:

• Knowledge of courier tracking systems and processes
• Fluency in multiple languages is an advantage
• Experience using logistics or dispatch management software