Hiring @ Freightify Solutions - Customer Experience

Job Title: Senior Associate Customer Experience

Team: Operations

Work Location: Chennai

Who are we?

Freightify is a logistics technology start-up aiming to revolutionize the trillion-dollar freight industry with technology. We at Freightify, enable freight forwarding companies of all sizes to serve their customers efficiently using the right technology. We have a strong and supportive team of 180+ professionals from Europe, USA, and India who come to work every day to solve complex problems of the trillion-dollar Logistics Industry using technology. Learn more about us @www.freightify.com

What does the Customer Experience team do?

Customer Experience team will assist clients with product issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for responding to emails from our customers and addressing customer queries & issues. The CS team will be required to develop a comprehensive understanding of our product offering and customer Experience policies and know when issues need to be escalated to the management staff for resolution.

What does your day look like at Freightify?

• Respond to Customer queries/ Tickets as per KPI agreed.
• Escalate issues/Tickets to other departments as per need and follow up for customer response & ticket closure.
• Do weekly/monthly review of customer issues and identify problem areas for focus and escalation.
• Assist in creating ways for delivering excellent customer service to irate or problematic customers.
• Monitor the customer satisfaction levels and develop methods for increasing CSAT score.

Preferred mindset

• You have adequate experience in Freight forwarding activities.
• Ability to learn and adapt to new products & technology.
• Confident in facing customer queries and escalations.
• You are a great team player and comfortable with dealing with people at all levels of organization.
• You have an eye for detail and can work within timelines.
• Willingness to work in Rotational shifts.

What do we look for in you?

• 2-6 years work experience in Customer Support, handling customer queries on email
• 1 year work experience in Freight Forwarding/Logistics -Ocean & Air.
• Full time College graduate (Engineering /Technology)
• Experienced in debugging web apps
• Good working knowledge of SQL Query
• Excellent Working knowledge of MS Excel, MS Office tools and any reporting tool.

Preferable

• Experience in Customer support workflow IT Helpdesk Ticketing systems.
• Knowledge of Ocean /Air Freight operations & Pricing procedure .

Why is Freightify the place for you?

• Experience being a part of a rapidly growing company
• The freedom to think outside the box and experiment with tasks without being shackled by stringent guidelines
• Make impactful decisions that will have a direct influence on the success of the world’s most important companies
• Innumerable opportunities to grow your skill set, learn about topics of interest and share your knowledge with others

We cultivate diversity, celebrate individuality, and believe that our unique perspectives are the key to our collective success in creating an inclusive culture.

Freightify is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in India.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Know more about us www.freightify.com