To be responsible for execution and implementation of Company?s Customer Care Objectives by contributing Customer Care recommendation and information to strategic plan and reviews; preparing and completing action plans, implementing Customer Care standards, resolving problems; completing audits; identifying customer care trends, determining system improvement and implementing change.
POSITION REPORTS TO:
Head Customer Service
MAJOR KEY RESULT AREAS:
? Handling all major key Customers and maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on Customer feedback analysis.
? Monitor to increase the delivery strike rate of the Customer Care Centers
? Increase the monthly revenue of the key Customers
? Supporting and collecting the outstanding payment from the Customers
? Monthly Review with Key Customers on our Service Standard and related improvements.
? Share timely and accurate monthly MIS reports with the Senior Management Team.
? Monitor the performance of Customer Service at Delivery Centers of the entire Region.
? Monitor and develop the performance of Call Centre Team
? Determine Customer Service Requirements by maintaining regular contact with the Customers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing informations
? Ensure cross functional coordination to achieve timely functional objective.
? Ensure harmonious interpersonal relations within Customer Care team
? Monitor and provide periodic feedback and counselling to Customer Care team for continuous improvement of their functional efficiency
? Graduate Degree in any Discipline
? Good knowledge of logistics / E- commerce industry and operational processes and systems.
? Proven ability to head a region as Customer Care Manager
? Computer literate, technology savvy
Post graduate Degree in Management ESSENTIAL/LIKELY EXPERIENCE
15 18 Years in Customer Care function of a reputed logistics Company preferably Customer interfacing job
? Skills, experience & knowledge of modern business methods and controls in logistics industry.
? Experience in managing a large team
Key Behavioral Competencies
? Conceptual and Strategic thinking
? Customer Orientation
? Analytical Thinking
? Problem solving skills
? Result Orientation
? Negotiation Skills
? Delegation of Authority and Responsibility.
? Maximizing Performance
? Planning & Organizing
? Coaching & Counseling
? Good professional knowledge.
? Team Management ability.
? Fast work pace.
? Ability to lead others.
? Achievement orientation.
? Knowledge of Diverse functional perspective.
? Tolerance for stress.