Role Objective
As a Delivery Experience Specialist, you serve as the primary point of contact for our retail merchants, their customers, and our carrier partners. Your mission is to deliver exceptional customer support by addressing a full range of delivery-related issues with accuracy, urgency, and empathy. You will play a critical role in ensuring smooth delivery operations, resolving issues promptly, and building trust with stakeholders by providing clear communication and proactive solutions..
Job Responsibilities
- Manage and resolve delivery-related concerns including uncollected, late, missing, reassigned, or cancelled deliveries.
- Handle Authority to Leave (ATL) queries and ensure compliance with customer preferences and policies.
- Provide customers with accurate information on the various delivery services offered.
- Proactively update merchants and customers on shipment statuses across road and air transport channels.
- Support merchants with delivery-related technical issues by documenting, troubleshooting, and escalating to internal teams as necessary.
- Liaise daily with the Delivery Partnerships Manager and carrier partners to follow up and close out outstanding delivery concerns.
- Maintain strong working relationships with external partners to ensure seamless issue resolution and service reliability.
- Identify, research, and resolve technical-related issues impacting delivery workflows.
- Document recurring problems and notify the appropriate internal teams for further action.
- Anticipate potential delivery challenges or bottlenecks and recommend solutions to prevent or minimize service disruption.
- Contribute feedback and insights to improve operational processes, delivery systems, and customer satisfaction.
Job Qualifications
- At least 23 years of experience in customer service, logistics support, or delivery operations.
- Prior experience working with carrier partners, retail merchants, or e-commerce delivery services is an advantage.
- Proficient in using CRM, ticketing, or customer service platforms (e.g., Zendesk, Freshdesk, Zoho, or similar).
- Strong knowledge of delivery processes and logistics workflows, including shipment tracking across road and air.
- Comfortable with documentation and reporting tools (MS Office/Google Workspace).
- Ability to troubleshoot and escalate basic technical issues effectively.
- Excellent written and verbal communication skills, with the ability to explain complex issues clearly to customers, merchants, and partners.
- Strong problem-solving skills with a proactive and solution-oriented mindset.
- Skilled in handling escalations with empathy, patience, and professionalism.
- Highly organized, detail-oriented, and able to prioritize tasks in a fast-paced environment.
- Strong sense of accountability and ownership of customer issues from start to resolution.
