Senior Executive Customer Service

Job Title

Account Relationship Lead

Function

Regional Business

Reporting to

Manager – Key Accounts

Responsible for the providing best in class customer service to the assigned national and regional key accounts and increasing the revenues from such accounts

Responsibilities

• Serve as a “Single Point of Contact” in Blue Dart for all queries, issues, grievances etc of the assigned key accounts
• Develop and maintain good relations with key decision makers in the client organization and continuously leverage such relationships to get more business for Blue Dart
• Develop deep understanding of the client’s business needs to identify the best manner of designing and positioning Blue Dart’s services to meet their requirements; Visit customers regularly along with sales teams to better understand their needs, requirements etc
• Ensure retention and revenue growth from the assigned key accounts; Track their revenues on a regular basis and take corrective actions, if any, to achieve the revenue targets
• Provide timely service delivery to all assigned key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc.
• Proactively track shipments of key accounts and ensure timely deliveries to such customers
• Organize priority delivery and special pickups for key accounts, in collaboration with operations, as and when required
• Handle calls within the stipulated timelines and ensure adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc
• Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required; Make quarterly presentation to the customers and share NSL data with them on a monthly basis
• Ensure handling of claims of key accounts as per the company policy/objectives

S.no

Key Result Areas

Key Performance Indicators

1.

Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts )

• % increase in revenues from the assigned key accounts
  

• Cross-sell revenues from the assigned key accounts
  

2.

Drive Customer Satisfaction in the assigned key accounts

• Net Service Levels
  

• Customer Feedback Scores (NPS scores)

• Customer Loyalty scores

• % Call back commitment being met

• Grade of service
• % of calls answered within defined number of rings/ seconds
• Abandoned calls

3.

Ensure Effective Customer Complaint Handling

• Customer Complaint Audit Scores

• % Adherence to defined TATs for Complaints resolution

4.

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines