Senior Executive - Customer Service

Responsible for executing activities of tracking customer shipments and handling exceptional cases

Responsibilities

• Conduct tracking of shipments of customers’ (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs)
• Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures; prepare and send updates to the Team Lead
• Identify instances of held back shipments and conduct clearances within stipulated timelines; prepare updates on held backs and send to the Team Lead
• Obtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures
• Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issues
• Track the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basis
• Responsible for handling customer claim requests as per company policy and procedures
• Responsible for handling calls professionally within the stipulated timelines

S. No

Key Result Areas

Key Performance Indicators

1.

Ensure satisfaction of customers

• Customer Feedback Scores (NPS scores) for the assigned customers

2.

Ensure efficient tracking and monitoring of shipments in the region

• Domestic critical cases within defined threshold levels

• % closure of GEMA traces closed within defined timelines

• % Call back commitment being met

• Clearance of held back cases within TAT (number of deviations found)

3.

Resolution of customer complaints

• % Adherence to defined service quality parameters for
• Complaints handling (Domestic and International)
• Claims settlement

4.

Tracking performance parameters for delivery

• Timely preparation of reports on TATs achieved in delivery of shipments in the region

5.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines