Inbound Agent

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.