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Sr Executive: Customer Service
DHL Group
Mumbai
Full-Time
0-3 Years experience
Description
Beschrijving en vereisten
1. Purpose
| Responsible for the providing best in class customer service to the assigned national and regional key accounts and increasing the revenues from such accounts |
2. Key Responsibilities
| Responsibilities |
|---|
| * 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 * 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 |
3. Key Result Areas and Key Performance Indicators
| S. No | Key Result Areas | Key Performance Indicators |
|---|---|---|
| 1. | 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 | ||
| 2. | Drive Customer Satisfaction in the assigned key accounts | * Net Service Levels |
| * Customer Loyalty scores | ||
| * % Call back commitment being met | ||
| 3. | Ensure Effective Customer Complaint Handling | * Claim Settlement |
About DHL Group
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