Executive Customer Service

• Purpose
  

• Key Responsibilities
  

Responsibilities

• Conduct handling of inbound customer calls as per the defined standard operating procedures and in adherence to the customer service quality parameters
• Conduct cross sales, TDD sales etc. on customer pickup requests to meet the defined sales targets
• Record the pickup requests and coordinate with the pickup staff in a timely manner for conducting the pickups
• Conduct resolution of customer queries pertaining to shipment enquiries, tracking of shipments, transit times etc. for delivery of shipments as per the defined standard operating procedures
• Coordinate actively with the tracking team for the tracking of shipment status and forward pertinent customer queries to the tracking team in a timely manner
• Conduct handling of customer claims and complaints on the account of exceptions in delivery of shipments and coordinate with operations team for effective resolution; conduct escalation of the issue in case of non resolution
• Ensure adherence to best in class customer service parameters in all activities
• Key Result Areas and Key Performance Indicators
  

• % of calls answered within defined number of rings/ seconds
• Number of abandoned calls
• Average number of calls handled
• Adherence to defined timelines for pick-up requests placed by customer

• Revenues from Cash Desk sales, TDD

• Scores on functional training related tests

• Adherence to Performance Management system timelines and guidelines