Chat Support Associate - Logistics (US Shift)
Laundryheap
- Bangalore, Karnataka
- Rs. 3,00,000-4,50,000 per year
- Permanent
- Full-time
- Respond promptly and professionally to driver inquiries through chat platforms, and other designated communication channels.
- Provide accurate and detailed information about company policies, procedures, and services to drivers.
- Analyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution and provide feedback to the relevant departments for process improvements.
- Collaborate with cross-functional teams to escalate and resolve complex driver concerns efficiently.
- Document all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systems.
- Maintain a knowledge base of common driver-related problems and their resolutions, and contribute to internal documentation to enhance team knowledge and efficiency.
- Adhere to established performance metrics, service level agreements (SLAs), and quality standards.
- Stay up to date with industry trends, and company policies in driver development and support.
- Relevant years of experience should be between 1-4 years.
- High Proficiency in English (both spoken and written).
- Email / live chat support experience
- Basic knowledge in Google Sheets skills.
- Experienced in the investigation of quick resolution and escalation.
- To-do attitude and problem-solving state of mind.
- Strong multitasking skills in a high-energy environment.
- Be flexible and supportive of the team. (UK/US Shifts)
- Able to continually seek improved ways of working.
- Past experience working in a UK/US process.
- Experience of working in a fast pace, international service sector environment.
- Analytical with an understanding/ passion for data-driven decisions.
- Empathetic and passionate with a desire to develop.
- Ability to work independently in a rapidly changing environment.
- 9-hour shift (8 working hours)
- 5 days a week (2 week-offs based on rota)
- Night Shifts (7:30 pm to 4:30 am IST, 8:30 pm to 5:30 am IST, 10:30 pm to 7:30 am IST)
- Office-based role