Job description :

Asst Manager-Customer Service / Deputy Manager-Customer Service

Work Location : Kasturi Nagar, Bangalore

Globe Moving wishes to expand its Service Delivery team is looking for an exceptional candidate for the position of Customer Service Manager to lead and take complete ownership of managing the end to end service delivery experience.

The Customer Service Manager will :

1. Directly oversee the daily functions of the department

2. Manage the service delivery team

3. Handle shipments flawlessly from start to finish

4. Will go all out to delight the customer and ensure 100% service excellence.

Roles and Responsibilities :

- Collect Newly Booked files from Sales Team and review documents and open files.

- Review the job details and plan for the job Assign files to coordinators and ensure coordinators are attending to the file immediately.

- Continuously monitor the activities of the coordinators and see if they are handling the jobs properly, if they are serving the customers properly, if they updating the files correcting, and then if are sticking to TAT as required by ISO, FIDI, and management.

- Check job quality and customer satisfaction by calling every customer at least once when the job is in progress.

- Address customer concerns, issues and resolve them immediately.

- Build and ensure excellent customer rapport is built and personalized services are provided. Generate leads for sales teams.

- Look for opportunities for upselling and cross-selling.

- Monitor all jobs and look for ways to reduce cost and consolidate shipments.

- Record all customer complaints, negative feedback/suggestions, and claims into the software.

- Take immediate corrective action (CA) and resolve issues within 48 hours.

- Sit with GM / Management once a month to do root cause analysis (RCA) and take preventive action (PA).

- Check final costing and report if costing has gone higher or lower than estimation.

- Check the final volume and report if volume/weight has gone higher or lower than the estimation.

- Check the billing and see if everything is ok.

- Check the file and software after job completion and see if everything is done as per FIDI, ISO, and management -requirements.

- Standardize all communication templates.

- Motivate, Mentor, Train, and check teams performance.

- Prepare MIS, Review the MIS and Submit analysis reports.

Desired Candidate Profile :

- Min 7 years experience in packing & moving Industry /shipping /freight forwarding industry.

- Excellent communications & team handling capabilities.

- Assign tasks, monitor & handle team performance towards customer satisfaction

- Team building & leadership role.

Note:

- Preferred Candidates from Bangalore Location.

- Preferred Candidates from Asst Manager - Customer Service / Customer Service Manager background.

- Preferred Candidates from Logistics Industry, Courier Industry, and Relocations Industry.

- Good Salary Offered.

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