Research Associate at Talisman Advisors
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Manager - Customer Service (7-12 yrs)
1. Ensure proper training on process and system to backend team.
2. Drive optimum productivity with measurable reports of backend team.
3. Ensure end-to-end tracking of shipments which are stuck in-transit, DC, Hub and PPC PAN India.
4. Ensure cross functional coordination to achieve timely system closure as per the timeline defined by the management
5. Handling Key Customers - maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on their feedback analysis.
6. Monitor and Ensure increase in delivery strike rate and reduce customer complain/escalation and RTO%age.
7. Closure for all shipments in system & network and provide support on NF (not live) and POD (proof of delivery) cases.
8. Monthly review with Key Customer on our Service Standard and related improvements.
9. Share timely and accurate monthly MIS reports with the Senior Management Team and Reporting Manager - region wise and customer wise.
10. Monitor and provide periodic feedback and counseling to reporting team for continuous improvement for their functional efficiency.
11. Accountable for team member's performance/productivity and attrition and drive them towards measurable improvements.
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