Customer Experience Advisor
Core
Second-line support for delivery-related enquiries, acting as the link between customers and courier partners to investigate issues and provide resolutions.
Role type
Customer Experience Advisor (Second-line support)
Builds
Seamless delivery experience for global ecommerce brands
Domain
Ecommerce logistics and customer support
Deliverable
client delivery
Required skills
Problem-solving, communication, attention to detail, time management, adaptability, resilience
Responsibilities
Manage and resolve delivery-related tickets, arrange parcel collections with courier providers, monitor investigations and provide updates, process courier claims and exception cases, identify recurring delivery issues and escalate trends, meet departmental SLAs
Seniority
Junior, entry-level support role