CUSTOMER SERVICE REPRESENTATIVE – Superstore

Job Summary:

This role includes providing exceptional customer support, coordinating with drivers, and ensuring smooth delivery operations. The Customer Service Representative will be the main point of contact for customer inquiries, responsible for managing and resolving issues while also liaising with drivers to provide route guidance and address any challenges that arise en route to customers.

Key Responsibilities:

1. Must speak Hindi & English fluently.
2. Serve as the primary point of contact for customer inquiries and resolve issues effectively.
3. Efficiently handle and resolve customer complaints, escalate complex cases to the appropriate department, and follow up to ensure satisfactory outcomes.
4. Communicate with drivers to provide route guidance, address en route issues, and offer immediate solutions to ensure timely and accurate deliveries.
5. Use routing software to provide drivers with optimal routes, considering factors like traffic, weather, and delivery urgency.
6. Maintain in-depth knowledge of the company’s products and services to accurately inform and support customers.
7. Assist customers with placing orders, tracking delivery statuses, and making any necessary adjustments to delivery instructions.
8. Document customer interactions, issues, and resolutions for accurate records and efficient follow-up.
9. Gather and document customer feedback to help the company improve its services and processes.
10. Collaborate with other departments, such as Sales, Logistics, and Technical Support, to address inquiries and improve overall service quality.
11. Follow company policies and procedures to ensure consistency in service delivery.