Senior Executive - Customer Service - Key Accounts - B2C
Blue Dart
Date: 2 weeks ago
City: Delhi, Delhi
Contract type: Full time
- 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
- 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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