RapidShyp - Executive - Customer Support

As a Customer Service Representative, your primary responsibility is to interact with customers in a professional and timely manner through phone, email, and live chat. You will be expected to address and resolve customer inquiries related to shipping, delivery, tracking, and billing to ensure a positive outcome for the customer. Your role will also involve assisting customers with placing orders, making changes to orders, and providing updates on the status of their shipments. It is essential to provide accurate and up-to-date information on shipment status, delays, and any other related queries that customers may have. In situations where customer issues require higher-level intervention, you should be able to identify and escalate them while maintaining ownership until a resolution is reached. Additionally, gathering and documenting customer feedback will be crucial in improving service quality and identifying areas for enhancement. You will play a key role in contributing to the development and maintenance of the company's knowledge base and FAQ resources. Collaboration with the operations, sales, and logistics teams is essential to ensure smooth coordination and overall customer satisfaction. Furthermore, your responsibilities will include generating and analyzing customer service reports to track performance metrics and identify trends that can help enhance the customer service experience. Your dedication to providing excellent customer service and your ability to work effectively with cross-functional teams will be critical to your success in this role.,