Customer Support Executive

Hambo Freight is seeking a dedicated Customer Support Executive to provide top-notch assistance to our clients, including customers, brokers, shippers, and carriers primarily based in the United States. This role involves managing inbound calls and emails with professionalism and clarity, ensuring the seamless resolution of issues while maintaining strong customer relationships. The ideal candidate has excellent spoken and written English skills and demonstrates the ability to handle multiple inquiries efficiently, even during a night shift working US hours in Pakistan. Attention to detail, reliability, and punctuality are key to success in this position as the work environment requires onsite attendance. The Customer Support Executive plays a vital role in maintaining high-quality service standards through diligent issue resolution, escalation management, and quality assurance practices. This position demands strong problem-solving abilities and the professionalism to manage difficult conversations and complaints. Experience or familiarity with trucking, logistics, freight, dispatch, or brokerage will greatly enhance performance, though the core requirements focus on customer service expertise, communication skills, and computer literacy including proficiency with communication tools, email platforms, and spreadsheet software. This role does not involve team management but requires independent multitasking and prioritization skills to support the company's operational efficiency and customer satisfaction goals.
Responsibilities

Handle inbound customer inquiries through phone calls and emails, providing timely and accurate information tailored to client needs.
Resolve customer issues efficiently with clear communication, ensuring customer satisfaction and maintaining long-term relationships.
Use customer relationship management (CRM) software to document interactions and update records with precise data entry.
Manage multichannel support by utilizing various communication tools to engage with customers, brokers, shippers, and carriers.
Address and escalate complex issues or complaints professionally, coordinating with relevant departments to reach effective solutions.
Maintain high-quality assurance by monitoring and improving service standards and following up on unresolved issues.
Manage multiple calls and support requests simultaneously with strong multitasking and time management skills.
Demonstrate excellent verbal and written communication skills to handle sensitive situations and difficult conversations diplomatically.
Work onsite during required US business hours or night shifts, maintaining punctuality and a professional presence.
Leverage computer proficiency, particularly in email platforms, Excel or Google Sheets, and communication software to facilitate operations.
Apply knowledge or experience from trucking, logistics, freight, dispatch, or brokerage environments to better understand client needs and enhance service delivery.
Support team goals and company objectives through consistent professional conduct and dedication to quality customer service.