Customer Support Manager

ndustry: Courier / Logistics / Express Distribution
Department: Customer Support / Customer Service
Experience: 5–8 Years (with team-handling experience)
Location: Dwarka Sector 28, New Delhi
Salary: Open for the right candidate

Job Summary

We are looking for an experienced and result-oriented Customer Support Manager from the courier, logistics, or express distribution industry to manage the customer support team, ensure timely resolution of customer queries, improve service quality, and maintain strong customer relationships. The ideal candidate must have proven experience in team handling, complaint management, shipment tracking, and coordination with operations.

Key Responsibilities

• Lead, manage, and supervise the customer support team to ensure efficient daily operations.
• Handle escalated customer complaints, shipment delays, lost or damaged shipments, delivery issues, and service-related concerns.
• Monitor shipment tracking, delivery status, proof of delivery (POD), and customer queries related to courier operations.
• Coordinate with operations, hub teams, delivery partners, and branch offices for timely shipment resolution.
• Establish and monitor KPIs such as response time, resolution time, customer satisfaction, complaint closure rate, and team productivity.
• Ensure all customer queries, complaints, and escalations are resolved within the defined turnaround time (TAT).
• Train, guide, and motivate team members to improve performance, communication, and customer service standards.
• Prepare daily, weekly, and monthly MIS reports on customer queries, escalations, pending cases, and team performance.
• Identify recurring customer issues and implement corrective and preventive measures.
• Maintain professional communication with key customers and ensure high customer satisfaction and retention.
• Develop and implement customer support processes, SOPs, and escalation matrices.
• Ensure proper use of CRM systems, courier management software, and shipment tracking tools.
• Conduct regular team reviews, performance assessments, and feedback sessions.

Required Skills & Qualifications

• Graduate in any discipline; a relevant qualification in logistics or management will be an advantage.
• 5–8 years of experience in customer support/customer service, preferably in the courier, logistics, express distribution, or supply chain industry.
• Mandatory experience in team handling and managing customer support operations.
• Strong knowledge of courier operations, shipment tracking, delivery processes, POD, and complaint resolution.
• Excellent leadership, communication, problem-solving, and escalation-management skills.
• Proficiency in MS Excel, MIS reporting, CRM tools, and courier management systems.
• Ability to manage high query volumes, meet service-level agreements (SLAs), and work under pressure.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality.
• Query response and resolution TAT.
• Complaint closure rate and pending escalations.
• Team productivity and individual performance.
• Reduction in repeat complaints and service failures.
• Adherence to SOPs, SLAs, and reporting timelines.

Preferred Candidate: A hands-on manager from the courier industry who has independently handled a customer support team, managed escalations, coordinated with operations, and consistently achieved customer service targets.

Kindly share your resume at [email protected]

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Work Location: In person