Last Mile Dispatch Coordinator – E-commerce
Role Overview
Provide high-quality customer service through prompt responses, effective issue resolution, and accurate delivery information.
Key Skills for This Role
Full Job Posting
Role purpose
Provide high-quality customer service through prompt responses, effective issue resolution, and accurate delivery information.
Customer and delivery coordination
- Handle customer calls and provide information about products and deliveries.
- Schedule delivery appointments with customers two days before delivery and notify them of delays.
- Coordinate dispatch schedules, delivery teams, and store delivery terms and services.
- Resolve customer complaints or direct them to the appropriate people.
- Meet query response standards, follow escalation procedures, and support service KPIs.
- Collect customer feedback and share complaint and response-time information with departments.
- Maintain delivery records and driver and customer feedback, escalating matters to the Senior Customer Service Executive.
- Train and monitor the delivery team to support customer satisfaction.
Safety and risk
- Maintain HSE practices and remind colleagues to follow company procedures to minimize damage and injury.
- Review operational processes for risks and escalate concerns to the company HSE committee.
Education and experience
- Diploma or pre-university education.
- 2–4 years of relevant logistics-industry experience.
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