Logistics Accounts Operations Associate
Laundryheap
- Bangalore, Karnataka
- Rs. 3,00,000-4,00,000 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.
- Acknowledging complaints, and dealing with them (where possible) when it comes to the missing items/replacement requests, and then escalating them to Account Management where absolutely needed
- 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.
- Document management, summarizing processes, learning, and helping to replicate successful models across international markets where needed
- Working with internal teams on a series of different projects as required, to improve the overall operations.
- Keeping up-to-date and familiar with all departmental changes, company policies, and industry trends to understand driver development and support.
- Serve as the lead point of contact for all account management matters.
- Relevant years of experience should be between 2 - 4 years.
- Excellent communication and relationship-building skills.
- High Proficiency in English (both spoken and written).
- Email support experience.
- Must be comfortable analyzing data sets
- Ability to express and present clear logical thinking.
- Proficient 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.
- Experience in working in different markets internationally, with strong cultural awareness.
- Bachelor's degree in Business Administration or relevant field
- 9-hour shift (8 working hours + 1 hour break)
- 5 days a week: 2 week off rotational
- Shift timings: 5:30 pm IST to 2:30 am IST
- Office-based role
- Night shift allowance
- Immediate joiners are preferred.
- Bengaluru-based immediate joiners are preferred.