Issue Resolution Team
Designation: Sr. Assistant
External Designation: Issue Resolution Associate
Roles and Responsibilities
● Analyze and resolve logistical issues such as shipments, delays, and
damages.
● Work with cross-functional teams (operations, customers, and merchants) to
efficiently address problems.
● Prioritize timely resolution to minimize customer impact and operational
delays.
● Investigate and resolve cases related to shipment delays, damages, or
delivery failures using the internal system (IMS).
● Serve as the primary point of contact for customers experiencing logistics
issues.
● Provide clear, concise updates and solutions to customers and team leaders.
● Maintain a professional and empathetic tone during all interactions.
● Communicate proactively and professionally with customers and merchants,
providing timely updates.
● Monitor issue trends and report recurring problems to the team lead for
process improvement.
● Maintain accurate records of all issues and their resolutions in the company’s
tracking systems.
● Follow standard operating procedures (SOPs) and adhere to internal SLAs
and resolution benchmarks (e.g., FRT, ART).
● Identify opportunities for enhancing logistics operations to reduce errors and
delays.
● Proactively suggest changes to improve service quality and customer
satisfaction.
● Ensure all resolutions align with company policies, industry regulations, and
customer agreements.
● Regularly review processes to ensure adherence to best practices.
● Coordinate with internal departments such as Operations, Merchant Team,
and Account Team to ensure smooth resolution processes.
● Assist in mentoring or guiding interns and new joiners when needed.
● Serve as a dependable team member who contributes to team goals and
performance targets.