Customer Support Executive (CSE)

Job description Role
Objective The Customer Support Executive will act as the first point of contact for TruKKers clients and internal operations teams based across the MENA (Middle East & North Africa) region. Though based in India, the role involves remote support for day-to-day logistics execution, coordination, documentation, and issue resolution. The ideal candidate will possess strong communication skills, a solution-oriented mindset, and the ability to manage time-sensitive tasks across multiple time zones.Key Responsibilities1. Client Coordination & Support

• Serve as the key liaison between MENA-based clients and internal operations teams.
• Respond promptly to customer inquiries via phone, WhatsApp, email, or ticketing system.
• Provide real-time updates on shipments, truck status, loading/unloading, and delivery timelines.
• Ensure adherence to client SOPs and track all SLA commitments.

2. Trip Monitoring & Operations Coordination

• Monitor live trips across KSA, UAE, Oman, Bahrain, and other MENA countries using GPS or internal TMS tools.
• Proactively follow up with drivers, fleet managers, and sourcing teams to ensure timely deliveries.
• Immediately flag any delays, route deviations, or non-compliance incidents to relevant teams.

3. Documentation & System Management

• Collect and validate delivery documents (PODs, invoices, LPOs) shared by field teams or vendors.
• Ensure timely and accurate data entry into internal systems and/or client dashboards.
• Coordinate with FinOps and Invoicing teams to retrieve missing documentation.

4. Issue Resolution & Escalations

• Identify and escalate issues such as delays, vehicle breakdowns, or driver non-responsiveness.
• Coordinate with regional MENA teams to ensure swift resolution and consistent client updates.
• Maintain a structured ticketing log of all escalations and their closure status.

5. Cross-Functional Coordination

• Collaborate with sourcing, fleet, invoicing, collections, and client success teams for smooth execution.
• Join daily sync calls or war-room operations with MENA counterparts.
• Share consolidated daily/weekly operational performance reports with India and MENA leadership.

Required Skills & Qualifications Experience

• 2 years of experience in logistics customer support, international BPOs, or transportation coordination.
• Prior exposure to GCC/MENA markets is preferred. "" Hindi Speaking is a MUST ""

Skills

• Proficient in spoken and written English; Arabic is a plus.
• Hands-on experience with CRM tools, TMS platforms, Excel/Google Sheets, and ticketing systems.
• Ability to multitask and work under pressure in a time-critical logistics environment.

Behavioral Attributes

• Highly customer-centric with attention to detail.
• Strong problem-solving skills and proactive follow-through.
• Willingness to work in shifts to support MENA time zones.

Why Join TruKKer?

• Be part of the fastest-growing transport-tech platform in the Middle East.
• Contribute to a high-impact, cross-border logistics operation.
• Grow within a global logistics ecosystem with strong visibility and learning opportunities.
• Enjoy a collaborative culture, flexible work environment, and an international team experience.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person