Assistant Manager - Customer Service

• Responsible for providing best in class customer service to all national and regional key accounts in the region through a dedicated team of Account Relationship Leads

• Ensure retention and growth of all national and regional key accounts in the region (i.e. where the region is the lead sponsor)

• Drive the mining and growth in revenues from existing national and regional key accounts in the region through Account Relationship Leads

• Ensure profitability of all key accounts in the region and drive cross-selling of Blue Dart products to them

• Support the sales team in conducting client visits, as and when required

• Drive timely service delivery to all key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc

• Ensure organizing of priority delivery and special pickups for key accounts, in collaboration with operations, as and when required

• Drive proactive tracking of shipments to key accounts and ensure timely deliveries to such customers

• Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required

• Ensure regular presentations are made to key customers with respect to the NSL data

• Ensure professional handling of calls to key accounts in the region within the stipulated timelines and drive adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc

• Drive effective customer complaint handling in terms of escalations, late deliveries, claims etc

• Support the conduct of customer service trainings for all employees in the key accounts management team

• Monitor handling of claims of key accounts as per the company policy/objectives

• Provide guidance and support to team members to help them discharge their duties effectively

• Monitor the performance of the team on a continuous basis to identify key performers

• Mentor and coach subordinates to develop the team’s capabilities

• Ensure that the team is adequately staffed as per the manpower requirements

• Cross-sell revenues from assigned National Key Accounts and Regional Key Accounts

• Customer Feedback Scores (NPS scores)

• Customer Loyalty scores

• % Call back commitment being met

• * % of calls answered within defined number of rings/ seconds

• * Abandoned calls

• Average number of calls per FTE

• Average revenues per FTE

• % Adherence to defined TATs for Complaints resolution

• % attrition in the team

DHL