Senior Executive - Customer Service NROII

Job Title

Senior Executive - Customer Service

Function

Regional Business

Reporting to

Manager – Key Accounts

1. Purpose

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

2. 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

3. 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