Senior Executive Customer Service

Key Responsibilities

• 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
• Key Result Areas and Key Performance Indicators
• 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