Customer Service Executive – Logistics & Escalation Management

About the role

Snapmint is seeking a Customer Service Executive to manage logistics‑related customer escalations. The role involves coordinating with courier partners, resolving shipment issues, and ensuring timely closure of tickets while maintaining high service standards.

Key responsibilities

• Follow up and ensure timely closure of customer escalation tickets.
• Resolve shipment‑related issues such as missing or damaged packages, customs delays, and delivery exceptions.
• Handle escalations, prepare root‑cause analysis (RCA) and corrective‑and‑preventive actions (CAPA), and provide effective resolutions.
• Track ticket closures and update shipping and delivery information.
• Coordinate with internal teams, external vendors, and courier partners.
• Follow up with courier teams for delivery and RTO cases until closure.
• Maintain customer records and databases.
• Analyze processes and provide insights to improve operations and service levels.

Required profile

• Graduation preferred; HSC pass candidates can also be considered.
• Minimum 1 year of experience in Customer Service, Logistics, Supply Chain, or E‑commerce.
• Good communication skills in English and Hindi (additional languages a plus).
• Basic knowledge of call handling, phone etiquette, and email writing.

Required skills

• Microsoft Excel – VLOOKUP and Pivot Tables.
• Proficiency in MS Office.