Assistant Manager - Customer Service

Assistant Manager

Job Title

Assistant Manager – NPA

Function

Customer Service

Reporting to

Customer Services Head

• Purpose
  

• Key Responsibilities
  

Responsibilities

Operational

• Responsible for Implementing the Net Promoter Approach (NPA) process for Blue Dart, with the aim of capturing the voice of the customer and gauging customer loyalty levels
• Work closely with identified partners (touch point leads) for identification of customer issues by completing second calls in time that require to be addressed.
• Work closely with the vendor and ensure that calling data is completed in time.
• Continuously analyze Net Promoter Scores and develop initiatives to increase long lasting customer loyalty
• Responsible for calculation and publication of Net Promoter Scores (NPS) for the organization
• Track Net Promoter Scores and Work closely with relevant department to identify possible solutions and initiatives for addressing customer concerns and improving NPS
• Responsible for regular reporting and inputs to the Senior Manager on NPA and customer loyalty levels for Blue Dart
• Maintain and track trend reports.
• Publish rolling 100% NPS winners each month. and coordinating with TP leads and marketing team for recognition of the winners and Incentivize them as per the Co Policy
• Key Result Areas and Key Performance Indicators
  

• Calculating the NPS scores as per timelines
• Ensure calculation and publication of NPS Scores as per timelines
• Highlight problem areas and ensure their resolution within timelines
  

2

• Adherence to Performance Management system timelines and guidelines
  

• Circulate NPS reports to the senior management as per timelines