Deputy Manager - Customer Services

Purpose/Objective

This is a full-time on-site role for a Customer Service Executive at Adani Logistics Ltd located in Ahmedabad. The Customer Service Executive will be responsible for ensuring customer satisfaction through effective communication and providing excellent customer support. The role involves handling customer inquiries, resolving complaints, managing customer service operations, and maintaining customer relationships.

Key Responsibilities of Role

- Providing excellent customer service to corporate and retail clients of containerized cargo - Route planning, Rail, Road & multimodal movement planning. Door to Door logistics solution. - Handling customer inquiries, issues, and escalations promptly and effectively - Collaborating with internal and external stakeholders to resolve customer concerns - Generating and analyzing reports and analytics to monitor team performance and identify areas for improvement - Conducting root cause analysis for errors or complaints and implementing corrective actions - Contributing to continuous process and customer experience improvements - Assisting in forecasting and planning for booking execution - Meeting with customers for review at regular intervals - Managing customer complaints and claims to ensure satisfaction - Conducting customer satisfaction surveys to identify areas for improvement - Participating in recruitment, mentoring, and development of customer service agents - Ensuring adherence to KPIs, procedures, and SOPs - Facilitating clear and effective communication with stakeholders

Technical Competencies

Brand Management-APSEZ-L,Client Relationship Management-APSEZ-L,Contract Management-APSEZ-L,Customer Data Management-APSEZ-L,Lead Generation-APSEZ-L,Market Research & Analysis-APSEZ-L,Proposal Development-APSEZ-L,Sales Performance Analysis-APSEZ-L

Qualifications and Experience

- 2-3 years' Experience in Customer Service and Customer Service Management - Bachelor’s degree in business administration or related field