This role ensures efficient resolution of customer and order issues through daily communication with logistics partners, monitoring performance, and handling customer queries. Responsibilities include tracking order processing, analysing performance metrics, managing complaints, and collaborating with internal teams. The goal is to enhance customer experience, drive improvements, and maintain high service standards.

• Logistics Coordination: Communicate daily with logistics partners to track orders and resolve processing issues efficiently.
• Performance Monitoring: Oversee daily order processing performance and track key performance indicators to optimize customer experience.
• Engagement: Work with sellers and logistics partners to adhere to order processing timelines.
• Analysis & Improvement: Perform weekly and daily performance analysis to drive continuous improvement.
• Customer Support: Handle inbound calls and messages, provide accurate information, and address customer queries and concerns.
• Issue Management: Open and manage tickets in the Sparrow system, escalate issues as needed, resolve complaints, and provide follow-up.
• Team Collaboration: Work with team members and internal departments to improve customer service.
• Communication: Use advanced negotiation skills to present and communicate issues to leadership teams effectively.
• Adaptability: Demonstrate a proactive attitude, quickly adapt to a dynamic environment, and maintain a results-oriented mindset.

Service Excellence: Deliver high-quality service consistently, adhering to KBZ’s service standards.

- Above 1 to 2 years’ experience in E-Commerce Operation or Customer Experience Knowledge is must.

- Ability to clearly and effectively communicate with customers, logistics partners, sellers, and internal teams.

- Must be skilled in both verbal and written communication.

- Ability to analyse complex issues, identify solutions, and implement resolutions efficiently.

- Experience in handling customer queries, complaints, and issues with a focus on delivering high-quality service and maintaining customer satisfaction.

- Familiarity with ticketing systems such as Sparrow and other customer service software to manage and escalate issues.

- Ability to thrive in a dynamic, fast-paced environment and adapt quickly to changing priorities and processes.