Posted:None|
Platform:
Work from Office
Full Time
Customer Handling & Support - Serve as the primary point of contact for customer escalations, service complaints, and information requests.
Provide accurate and timely information on shipments, delays, transit times, and service issues. Maintain high levels of responsiveness via calls, emails, and CRM systems.
Issue Resolution & Coordination - Log, track, and close customer complaints or service requests within defined TAT.
Liaise with operations, sales, billing, and planning teams to resolve issues and prevent recurrence. Proactively follow up and keep customers updated on issue status.
Performance Monitoring & Reporting - Monitor key customer metrics such as On-Time Delivery (OTD), delays, tonnage, and damages.
Maintain and update customer dashboards and trackers. Escalate trends or deviations to internal stakeholders with data-backed insights.
Customer Feedback & Process Improvement - Collect and document customer feedback, complaints, and suggestions.
Support monthly/quarterly customer satisfaction surveys like CSI/NPS. Participate in RCA (Root Cause Analysis) exercises and suggest improvement actions.
Documentation & Compliance - Ensure all communication and resolutions are documented accurately.
Adhere to customer-specific SOPs and internal SLAs. Support audits and internal reviews through proper documentation practices.
Response and resolution time for queries
First Contact Resolution rate Customer Satisfaction (CSAT) / NPS scores % of repeat issues or escalations Dashboard and reporting accuracy Internal SLA adherence
Mahindra Logistics
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