Customer Care Executive

Key Responsibilities

• Handle incoming customer queries via phone, email, and digital channels with professionalism and empathy.
• Provide accurate information regarding parcel deliveries, collections, restrictions, and service updates.
• Demonstrate patience, understanding, and active listening when supporting customers who may be distressed or frustrated.

• Log all enquiries and cases accurately within internal systems.
• Liaise with Operations teams to investigate parcel issues, delays, or missing items.
• Follow through on cases to ensure full resolution and timely customer updates.
• Identify trends or recurring issues and escalate when necessary.

• Use multiple computer systems confidently to track parcels, update customer records, and process service requests.
• Maintain accurate documentation and ensure all customer interactions are recorded clearly.
• Learn new systems and processes quickly, adapting to service changes and updates.

• Work effectively within a small Customer Care team to manage call volumes and shared workloads.
• Collaborate closely with the Operations team to ensure accurate and timely resolution of customer matters.
• Contribute to a positive team culture, supporting colleagues as needed.

Skills, Knowledge and Expertise

• Strong computer and telephone skills
• Ability to handle customers with empathy and professionalism
• Keen eye for detail and accurate case logging
• Willingness to learn new systems and processes
• Team‑oriented mindset with the ability to work collaboratively across departments