Executive Customer Services (Contact Centre)

Executive Customer Services (Contact Centre)

Job Purpose:

The purpose of the Executive Contact Center role is to deliver high-quality service to Blue Dart customers by managing inquiries and coordinating timely pickups and deliveries. This position also focuses on resolving customer issues and driving sales through effective communication and support.

Key Roles & Responsibilities:

1. Handle inbound customer calls, adhering to standard operating procedures and quality parameters.
2. Record and coordinate pickup requests, ensuring timely execution with the pickup staff.
3. Resolve customer queries related to shipments, tracking, and transit times.
4. Collaborate with the tracking team to provide updates on shipment status.
5. Manage customer claims and complaints, coordinating with the operations team for resolution.
6. Conduct cross-sales and TDD sales to achieve defined sales targets.
7. Maintain adherence to best-in-class customer service standards.

Qualifications:

• Bachelors degree.
• Proficiency in customer service principles and practices.
• Should be proficient in Hindi and English communication, knowing an additional regional language is of added advantage.

Work Experience

• 0-5 years of experience in a customer service or contact centre environment.
• Experience in handling customer inquiries and resolving issues effectively.
• Familiarity with logistics or courier services is an advantage.

Key Result Areas

1. Timely response to customer inquiries

2. Revenue generation through customer service

3. Customer satisfaction and issue resolution

4. Capability building and training

5. Performance management adherence

Key Performance Indicators (KPIs)

• % of calls answered within defined rings/seconds
• Number of abandoned calls
• Average number of calls handled
• Adherence to defined timelines for pickup requests
• Revenue from cross-sales and TDD sales
• Customer satisfaction scores.
• Average resolution time for customer complaints
• Scores on functional training-related tests
• Timeliness of performance reviews and adherence to guidelines.