Customer service and tracking executive: how to train and review the role
Handles customer calls, chats and emails about pickups, delivery status, delays, damage and billing. Tracks shipments in the system and coordinates with hubs and drivers. Reports to the customer service manager.
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Share your requirementsWho usually fills this role
Typically graduates with good spoken language, often fresh to the field or from call centres. Test at hiring with a call role play on a late parcel, a typing and system check, and a case needing a call to the hub. Check patience, clarity and honest answers.
Skills ladder
Stage 1
New joiner
- Answers calls politely and records the issue
- Looks up shipment status and gives the correct update
- Passes complaints to the right desk
Stage 2
Independent
- Resolves common issues first time
- Chases hubs for answers and updates the customer
- Keeps notes in the system
Stage 3
Senior or lead
- Handles damage claims, large accounts and angry customers
- Spots repeat problems and informs operations
- Trains new executives and checks call quality
Training path
First weeks
- 1
Product and process
The manager explains services, rates, delivery steps and exceptions. The joiner is quizzed on the common cases.
- 2
System and tracking
A senior executive shows tracking, ticketing and notes. The joiner looks up sample shipments and is checked on correct reading.
- 3
Calls and tone
The manager role-plays calls with delay, damage and anger. The joiner practises and gets feedback.
First year
- 1
Live calls with support
The joiner takes calls with the senior listening. After each call, the senior notes strengths and misses.
- 2
Working with hubs
The executive learns whom to call and how to ask clearly. A contact list is made and tested.
- 3
Claims and refunds
The claims staff explain proofs, steps and limits. The executive handles supervised cases.
Towards senior
- 1
Escalations
The manager coaches handling of key customers and senior complaints. The executive leads one escalation with support.
- 2
Spotting patterns
The executive reviews tickets to find repeat issues. A short note is passed to operations and the response is tracked.
- 3
Coaching
The executive helps new colleagues with calls. The manager checks the quality of the new colleague's tickets.
Performance review
Weekly call or ticket review with the team leader, a monthly review of resolution and customer feedback, and a written half-yearly review.
What to measure
| Measure | How it is seen |
|---|---|
| Resolution on first contact | Ticket records |
| Accuracy of information | Call or ticket audit |
| Tone and courtesy | Call listening |
| Follow-up closure | Pending ticket age |
| Customer feedback | Survey or complaints |
| Records and notes | Audit of notes |
Evidence to bring
- Ticket log
- Call samples
- Open ticket report
- Customer feedback
- Claim cases
Questions to ask in the review
- Which calls are hardest?
- What tickets stay open longest?
- Where do hubs delay answers?
- What do customers repeatedly ask?
- Did you give any wrong information?
- How do you cope with angry callers?
- What system problems slow you?
- What training would help?
Pitfalls
- Rating mainly on call handling time, which rushes customers
- Giving no access to hub contacts
- Not telling executives about known delays
- Never sharing customer feedback with the team
Questions about this role
Use it lightly. Resolution and accuracy matter more. Watch for rushed calls.
Set a clear rule on ending abusive calls, give support after hard calls and track patterns.
Share rules on what can be promised, listen to calls and coach. Check hub data before promising.