The Customer Support Executive at Flying Tigers Express (FTE) will be the frontline representative for customer inquiries across multiple platforms, ensuring a smooth and efficient support experience. This role ensures adherence to service-level agreements (SLAs) for shipment deliveries.

Key Responsibilities:

• Respond to customer and client inquiries across multiple channels (social media, email, website, phone) in a timely and professional manner.
• Work with the accounts team to ensure a smooth client onboarding process, focusing on customer assistance and troubleshooting issues.
• Work with the operations team to track requested shipments, provide customers with timely updates, and ensure SLAs are met for deliveries.
• Investigate and resolve customer complaints or delivery-related issues, escalating complex cases when necessary.
• Gather feedback from customers to improve service quality, identify recurring issues, and suggest process enhancements.
• Maintain logs of customer interactions, issue resolutions, and key concerns to improve customer service performance.
• Notify clients of potential delays, shipment statuses, or any disruptions in service before they escalate into issues.
• Collaborate with operations, finance, and rider teams to streamline customer support efforts and enhance service efficiency.

Qualifications & Skills:

• Bachelor’s degree in Communications, Business Administration, or a related field preferred.
• At least 2 years of experience in customer support, preferably in logistics, e-commerce, or courier services.
• Strong written and verbal communication skills in English (additional languages are a plus).
• Proficiency in customer service tools and CRM software.
• Ability to handle multiple conversations and prioritize urgent issues effectively.
• Knowledge of logistics and shipment processes is an advantage.
• Must be highly adaptable and open to evolving responsibilities, as tasks may vary based on the dynamic needs of the startup—while still aligning with the core functions of the role.

Why Join Flying Tigers Express?

• Be part of a fast-growing logistics company with opportunities for career development.
• Work in a dynamic, customer-focused environment with direct impact on service quality.
• Gain hands-on experience in logistics operations and client relationship management.

Please refer to job description.