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Associate/Sr. Associate - Customer Service
HappyLocate
Bengaluru
Full-Time
0-3 Years experience
Description
- Assigning jobs to partners basis the checklist internally defined including Geographical Strengths, Route Strength & Optimization, Service Quality
- Provide resolution on partner escalations coming from Customer Experience Team (Within TAT)
- Ensuring Claims/Compensation for damages from Partners, coz of bad customer experience
- Partner Performance Management – Route Selection, barring them on routes/locations, barring them on all future leads (MIS/ Analytics)
- Ensure 1st Customer Connect 24 hours in advance of the scheduled Relocation date.
- Share Policy details for Insurance Policy generation
- Follow up & Coordinate with Partner to ensure SLAs are met (Loading Manager, Unloading Mgr, adequate Packing materials)
- Manage end-to-end fulfilment cycle post payment within required timeline
- Ensure 100% adherence to Partner App and System by Partners
- Ensure tracking updates as per SOP and on-time delivery of shipment
- Ensure Packaging Guidelines are followed as per SOP
- Ensure Workforce to CFT ratios are adhered as per SOP
- Ensure Pre Dispatch Report including images are uploaded by Partners as per SOP
- Ensure Customer Feedbacks are collected at all 3 stages – Packing/Loading, Unloading/Unpacking & Final Feedback on successful Relocations
- Build intelligence to project misses and raise Flags in advance
- Mitigate all possible risks of escalation, damage, delay & non-compliance
- Ensure all required docs related to move are uploaded on time by Partners
- Educating Partners on HL internal & external tools Including all updates on documentation or processes
- 100% Process adherence and ticket update on time
About HappyLocate
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