Inbound Agent at GIG Logistics

Job Responsibilities:

• Handle all inbound customer interaction calls promptly and professionally.
• Provide accurate information on shipment tracking, delivery status, pricing, and available services.
• Identify customer needs and recommend suitable logistics solutions, such as express delivery, insurance, packaging, bulk shipping, or international shipping options.
• Upsell and cross-sell the company’s value-added services (e.g., warehousing, e-commerce integration, premium delivery plans, pickup services, etc.).
• Log all customer interactions, complaints, and resolutions accurately in the CRM or ticketing system.
• Coordinate with the operations, delivery, and hub teams to resolve issues quickly and ensure customer satisfaction.
• Follow up on escalations and pending cases to ensure timely closure.
• Handle complaints and difficult situations with empathy, professionalism, and ownership.
• Promote self-service platforms, mobile apps, and digital channels to enhance customer experience.
• Meet or exceed set performance targets, including service quality, call handling, and sales conversion rates.
• Provide feedback and insights from customer interactions to help improve service offerings and processes.