Customer Support Executive

Job Title: Customer Support Executive (Night Shift – International Logistics Support)

Company: Swyft Logistics

Location: Near DHA Phase 6, Lahore

Shift: Monday to Friday | 7:30 PM – 4:30 AM

Job Type: Full-time | On-site

About Swyft Logistics

Swyft Logistics is a leading tech-driven logistics company in Pakistan, providing global shipping, courier, and end-to-end delivery solutions for international clients. As our support operations continue to expand across the US and UK markets, we are hiring customer-focused professionals who can manage global clients, resolve logistics issues, and ensure seamless communication during night operations.

Position Summary

We are seeking a dedicated Customer Support Executive to manage inbound and outbound communication with international customers, provide shipment updates, coordinate delivery processes, resolve service concerns, and maintain a high standard of customer satisfaction. The role requires strong communication skills, problem-solving ability, and exceptional attention to detail in a fast-paced logistics environment.

Key ResponsibilitiesCustomer Communication & Support

• Handle customer queries through phone calls, emails, and live chat in a clear and professional manner.
• Provide shipment status updates, delivery ETAs, order tracking, and follow-ups for international clients.
• Assist with delivery changes, customer concerns, service inquiries, and complaint handling.
• Maintain excellent communication quality and ensure high customer satisfaction scores.

Shipment Tracking & Operations Coordination

• Track ongoing shipments in real time using logistics dashboards and tracking systems.
• Coordinate with operations, warehouse, dispatch, and last-mile delivery teams to ensure smooth workflow.
• Follow up on delayed shipments, routing issues, missing parcels, and delivery exceptions.
• Manage order adjustments, pick-up requests, and delivery confirmations.

Issue Resolution & Escalation

• Resolve customer problems related to billing, claims, damaged parcels, wrong deliveries, and refunds.
• Escalate complex shipment issues to the relevant department for timely resolution.
• Identify repetitive service issues and recommend solutions to improve customer experience.

Documentation, CRM & Reporting

• Update CRM tools with accurate logs of customer interactions, shipment details, and resolutions.
• Maintain data accuracy while documenting conversations, service notes, and follow-ups.
• Prepare basic reports on customer feedback, service issues, and workflow improvements.

Performance & Quality

• Meet assigned KPIs including response time, quality scores, accuracy, productivity, and customer satisfaction.
• Manage high-volume communication while maintaining professionalism under pressure.
• Ensure compliance with service guidelines, logistics SOPs, and quality standards.

Required Qualifications

• Experience in customer service, logistics coordination, BPO, international call center, or global support campaigns.
• Excellent verbal and written English communication skills.
• Strong analytical thinking, quick decision-making, and problem-solving skills.
• Knowledge of CRM tools, tracking portals, Microsoft Office, and logistics processes.
• Ability to work full-time night shift (on-site, near DHA Phase 6).
• Detail-oriented, proactive, organized, and able to multitask effectively.
• Strong ability to handle customer pressure while maintaining service quality.

What We Offer

• Competitive salary package with monthly performance bonuses.
• Friendly and supportive work culture.
• Extensive training and continuous skill development.
• Career growth opportunities within international logistics and customer support.
• Exposure to global shipping operations, delivery coordination, and international support standards.

Highly Targeted Keywords for Visibility

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Job Type: Full-time

Pay: Rs50, Rs100,000.00 per month

Work Location: In person