Xhipment is a Digital Freight Forwarding and Supply Chain Management Platform that is simplifying Global Trade, a-multi-billion-dollar opportunity worldwide. We work closely with our customers, operating at the intersection of cutting-edge technology simplifying global supply chains and a customer obsessed team to deliver a world class Xhipment experience.
We partner with customers across industries making both exports and imports simpler.
Our core founding team members are tenured Amazon alumni who have built and scaled multiple billion-dollar businesses.
About the Role:
We are seeking a passionate customer-centric individual who will play a key role in driving customer experience and operational performance, instilling industry best practices, and establishing measurable customer satisfaction goals.
Responsibilities:
- Build a deep understanding of our technology and supply chain products to ensure the Customer Service team is well equipped to respond to customer queries
- Manage customer queries across multiple channels, including Email, Phone and WhatsApp
- Build and maintain a content repository to ensure all customer responses are up to date based on latest product/ operational releases
- Work with product and analytics team to setup dashboards/ metrics to measure customer experience
- Create a closed loop mechanism with internal teams to assign and track to closure issues that impact customers
- Document customer interactions, feedback, and resolutions to contribute to continuous process improvement
What are we looking for
- Minimum bachelor/ graduate/ diploma in any relevant field
- 4+ years experience in customer service or a related field
- Strong verbal and written communication skills with a keen ability to listen actively. You love interacting with people!
- Empathy and patience in handling customer concerns, turning challenges into opportunities
- Problem-solving skills to address and resolve customer issues in a timely manner
- Proficiency in using customer service software and tools like Zoho desk is preferred
Why work with us
- Build, Operate, Scale, Repeat: This is literally (and always) Day 1 for us and we need people who want end to end ownership to build something meaningful that solves real customer problem. You build it, operate and scale it, and then go solve another problem for our customers.
- Keeping it simple: We believe in first principles thinking. While we know a lot, we are humble enough to know there is so much we don't. We will figure it out together by diving deep, staying curious and working backwards from our customer needs.
- Transparent and Professional: This is our motto to our customers and same goes for us internally. We respect personal commitments and that each individual figures their own way to operate.
