Customer Experience Agent

The Vacancy

Uniserve is looking for a Customer Experience Agent to join our growing Customer Experience team in Chennai. This is an exciting opportunity for a customer-focused professional with experience in logistics, supply chain or freight forwarding to play a key role in delivering exceptional service to our customers.

As a Customer Experience Agent, you will be responsible for managing customer enquiries, resolving issues efficiently, and ensuring a seamless customer journey from start to finish. Working closely with our UK-based teams, you will support daily operations, provide accurate information, and help maintain the high service standards that our customers expect. This role offers the opportunity to develop your expertise within a fast-paced international logistics environment while contributing to continuous improvement and customer satisfaction.

Key Responsibilities:

• Respond to customer enquiries via email and internal systems in a professional and timely manner.
• Provide accurate updates and information regarding shipments, services and customer requests.
• Maintain and update customer records and information within company databases.
• Track, investigate and manage customer tickets, queries and potential claims.
• Resolve customer issues efficiently while ensuring a positive customer experience.
• Escalate complex enquiries to the appropriate internal departments when required.
• Manage customer expectations and proactively communicate progress and resolutions.
• Perform administrative tasks and system updates accurately and in line with company procedures.
• Collaborate closely with UK-based teams to deliver seamless customer support.
• Contribute to continuous improvement initiatives and the enhancement of customer service processes.
• Ensure compliance with standard operating procedures (SOPs) and process requirements.

What We're Looking For:

• Bachelor's degree in Supply Chain, Logistics, Business Administration or a related field.
• Previous experience in a customer service, customer support or customer experience role.
• Experience within the logistics, freight forwarding or supply chain industry.
• Strong understanding of international logistics and supply chain operations.
• Excellent written and verbal communication skills, with a high standard of English.
• Strong attention to detail and the ability to manage and track information accurately.
• Ability to work effectively within a fast-paced, deadline-driven environment.
• Strong problem-solving skills and a proactive approach to customer service.
• Comfortable working independently and as part of a collaborative team.
• Excellent organisational skills with the ability to prioritise workload effectively.
• Proficiency in Microsoft Office applications and other business systems.
• Flexibility to work shift patterns aligned to UK operating hours.

At Uniserve, we are committed to delivering outstanding service and creating a positive experience for every customer. If you are passionate about customer service, enjoy problem-solving, and are looking to build your career within the logistics industry, we'd love to hear from you.