Customer Delight Specialist

Xhipment is a Digital Freight Forwarding and Supply Chain Management Platform that is simplifying Global Trade -multi-billion-dollar opportunity worldwide. We work closely with our customers, operating at the intersection of cutting-edge technology simplifying global supply chains and a customer obsessed team to deliver a world class Xhipment experience.

We partner with customers across industries making both exports and imports simpler.

Our core founding team members are tenured Amazon alumni who have built and scaled multiple billion-dollar businesses.

About the Role :

We are seeking a Customer Delight Specialist who is passionate in delivering exceptional customer experiences. As a key member of our team, you will be the frontline representative, ensuring customer delight through effective communication and problem resolution.

Key Responsibilities :

• Respond to customer inquiries promptly and professionally, demonstrating empathy and understanding
• Thorough understanding & research of the company’s products / services so as to accurately address customer concerns with deep empathy and a positive attitude
• Collaborate with internal cross-functional teams to resolve complex issues and elevate customer satisfaction. You need to do whatever it takes to resolve the customer concern to their satisfaction.
• You are empowered to proactively identify and anticipate customer needs, offering personalized solutions to enhance their experience
• Gather and analyze client data to identify possible products or services to recommend to the management
• Provide appropriate solutions and substitutes within the timeframes specified, and follow up to ensure resolution and escalate any complaint to the appropriate internal team(s)
• Document customer interactions, feedback, and resolutions to contribute to continuous process improvement

What are we looking for?

• Strong verbal and written communication skills with a keen ability to listen actively. You love interacting with people!
• Empathy and patience in handling customer concerns, turning challenges into opportunities
• Problem-solving skills to address and resolve customer issues in a timely manner
• Ability to adapt and thrive in a fast-paced, dynamic environment
• Multilingual (English, and Hindi) and detail-oriented with excellent organizational skills
• Previous experience in customer service or a related field is preferred
• Proficiency in using customer service software and tools
• A commitment to providing exceptional customer service

Why work with us?

• Build, Operate, Scale, Repeat : This is literally (and always) Day 1 for us and we need people who want end to end ownership to build something meaningful that solves real customer problem. You build it, operate and scale it, and then go solve another problem for our customers.
• Keeping it simple : We believe in first principles thinking. While we know a lot, we are humble enough to know there is so much we don’t. We will figure it out together by diving deep, staying curious and working backwards from our customer needs.
• Transparent and Professional : This is our motto to our customers and same goes for us internally. We respect personal commitments and that each individual figures their own way to operate.