Senior Executive - Customer Service

Kolkata, West Bengal
Permanent
Full-time

8 hours ago

1. PurposeResponsible for executing activities of tracking customer shipments and handling exceptional cases2. Key ResponsibilitiesResponsibilities

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

3. Key Result Areas and Key Performance IndicatorsS. NoKey Result AreasKey Performance Indicators1.Ensure satisfaction of customers· Customer Feedback Scores (NPS scores) for the assigned customers2.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 region5.Ensure Performance Driven Culture· Adherence to Performance Management system timelines and guidelines

DHL

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