Customer Experience (CX) - Courier Company

CX Executive – Courier Company

The CX Executive will play a vital role in managing customer interactions by addressing inquiries, resolving complaints, tracking shipments, and collaborating closely with operations teams to ensure timely deliveries and overall customer satisfaction. This position requires effective communication and coordination to maintain a seamless customer experience within the courier service environment.

Key Responsibilities
- Handle customer queries via phone calls, WhatsApp, and email promptly and professionally.
- Provide accurate shipment tracking information and delivery status updates to customers.
- Resolve complaints related to delivery delays, failed deliveries, and product returns efficiently.
- Coordinate with riders, hubs, and operations teams to facilitate smooth delivery processes.
- Follow up on pending cases to ensure timely resolution and closure.
- Maintain detailed and accurate records of complaints and generate daily reports.
- Uphold professional communication standards to enhance customer satisfaction and loyalty.

Required Qualifications
- Strong communication skills with the ability to solve problems effectively.
- Customer-focused mindset with a commitment to delivering excellent service.
- Basic computer literacy, including reporting and data entry skills.
- Ability to work well under pressure and collaborate with multiple teams.
- Minimum of 2 years’ experience in customer service or courier-related roles preferred.

Additional Information
- Location: Faisalabad Head Office
- Job Type: Full-Time, Onsite
- Working Hours: 9:00 AM – 5:00 PM or 10:00 AM – 6:00 PM
- Salary Range: Rs35,000 to Rs40,000 per month
- Work Environment: In-person attendance required

This role offers an opportunity to contribute to a dynamic courier company by ensuring customers receive timely and effective service. Candidates with prior experience in customer service within courier or logistics sectors will find this position particularly suitable.