Operations Executive (Lakeside)

Shift is a rapidly expanding marketplace that’s transforming the logistics industry. We’re on a mission to revolutionise how goods move from point A to point B, leveraging innovative technology to deliver smarter, faster, and more efficient delivery solutions. Trusted by some of the most well-known brands, Shift powers cutting-edge logistics that enhance convenience and flexibility for all users.

At Shift, you’ll join a dynamic, forward-thinking team committed to redefining logistics and unlocking new opportunities in an ever-evolving market.

This is an exciting opportunity to play a vital role in enhancing our customer and driver experience. As an Operations Executive, you'll not only help solve immediate issues but also contribute to shaping long-term improvements. If you're passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!

• →Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
• →Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
• →Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
• →Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
• →Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
• →Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
• →Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.
• →Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.

• Ability to handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills to effectively convey information and ideas.
• Proven track record of strong problem solving with a proactive mindset.
• Excellent organisational and time management skills to meet targets and deadlines.
• Ability to remain calm under pressure, with a strong desire for personal development and continuous learning.
• Strong analytical skills to identify trends and develop actionable insights for process improvement.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with delivery services or logistics is a plus but not essential.