Executive - Customer Service

• Purpose
• Key Responsibilities
  
  
  

Responsibilities

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

• Key Result Areas and Key Performance Indicators

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