Senior Executive Customer Service -NRO

Job Title

Sr. Key Account Executive

Function

Regional Business

Reporting to

Manager – Key Accounts

• 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

• 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

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
  
  
  

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
  
  
  

Ensure Effective Customer Complaint Handling

• Customer Complaint Audit Scores
• % Adherence to defined TATs for Complaints resolution
  
  
  

Ensure Performance Driven Culture

• Adherence to Performance Management system timelines and guidelines

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