Customer Service Operations Coordinator

9 hours ago

Lahore, Punjab, Pakistan beBeeCustomerService Full time 2,000,000 - 3,500,000

We are seeking a skilled Customer Service Operations Coordinator to handle customer inquiries, complaints, and returns efficiently and professionally.

Key Responsibilities:
  • Serve as the initial point of contact for customer complaints via phone, email, chat, and social media platforms.
  • Gather necessary details to effectively understand and document complaints.
  • Collaborate with Finance & Warehouse Teams to process replacements for damaged cases.
  • Investigate missing/wrong item complaints with the warehouse team and ensure prompt resolution.
  • Facilitate customer return requests, arrange reverse pickups, and coordinate refunds with Finance to ensure smooth processing.
  • Maintain accurate and up-to-date complaint data using Google Sheets.
  • Develop and implement a dynamic complaint-tracking system with real-time dashboards (status: registered, open, resolved, trends).
Email & Ticket Management:
  • Manage customer email inquiries related to product information, deliveries, and complaints.
  • Provide professional and timely responses.
  • Use a ticketing system to track and prioritize inquiries, ensuring efficient resolution.
  • Manage inbound and outbound communication across channels.
  • Conduct outbound calls for product reviews, testimonials, and abandoned cart follow-ups.
  • Upsell and cross-sell relevant products to enhance customer experience.
  • Gather feedback and share insights with relevant teams to improve services.
  • Maintain accurate records of interactions and call outcomes.
Operational Support: Returns, Orders & Claims:
  • Coordinate with delivery partners to ensure timely order dispatch and resolve delivery delays.
  • Handle customer returns, ensuring compliance with SOPs and company policies.
  • Prepare monthly reports analyzing return data to identify improvement opportunities.
  • Collaborate with Warehouse & Finance Teams to confirm return orders, verify parcel conditions, and process claims.
  • Investigate and analyze claim validity and root causes.
  • Document claim cases in Google Sheets and maintain proper records.
  • Highlight appropriate action for each claim.
  • Track resolution timelines and analyze claim trends to recommend preventive measures.
Reporting & Analysis:
  • Compile and generate reports on claims processing.
  • Analyze shipper advice data and complaint trends to identify gaps and recommend improvements.
  • Act as a bridge between internal teams to resolve customer-related issues.
  • Ensure comprehensive documentation of interactions for record-keeping and analysis.
  • Maintain a high level of organization and prioritize tasks to meet deadlines.

This role requires strong communication skills, problem-solving abilities, and the capability to manage operations across multiple teams. If you have a degree in Business Administration, Marketing, or a related field, and 1–2 years of experience in customer service, we encourage you to apply.

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