Deliver excellent customer service via phone, email, chat, and social media.

Respond to customer inquiries promptly and resolve complaints in a professional manner.

Investigate and troubleshoot issues; escalate complex cases as needed.

Strive for first-contact resolution and provide timely follow-up.

Assist in onboarding new customers by guiding them through processes and addressing initial queries.

Educate customers about our products, services, and policies to improve engagement and satisfaction.

Coordinate with internal teams (operations, sales, hub teams) to ensure timely and accurate service delivery.

Handle order-related concerns such as modifications, cancellations, and returns.

Gather customer feedback and share insights for service and process improvements.

Maintain records of customer interactions, complaints, and resolutions.

Monitor service levels to ensure compliance with SLAs and company standards.

Participate in training sessions to stay up to date on products, tools, and service protocols.

Support junior team members and share best practices as needed.

Identify recurring issues and suggest preventive solutions.

Bachelor's degree preferred (Business, Communications, or related field).

Prior experience in a customer-facing role is advantageous; logistics/e-commerce experience is a plus.

Excellent verbal and written communication skills.

Ability to remain calm, composed, and empathetic in challenging situations.

Strong problem-solving skills with attention to detail.

Proficiency in customer service and CRM tools (training can be provided).

Organizational skills and ability to manage multiple interactions efficiently.

Team-oriented mindset with a willingness to collaborate and support others.

Willingness to work flexible hours, including evenings and weekends, if required.