Serve as a Single Point of Contact in Blue Dart for all queries issues grievances etc of the assigned key accounts Develop and maintain valuable 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 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 o increase in revenues from the assigned key accountsCross-sell revenues from the assigned key accounts 2 Drive Customer Satisfaction in the assigned key accounts o Net Service LevelsCustomer Feedback Scores NPS scores Customer Loyalty scores Call back commitment being met Grade of service o of calls answered within defined number of rings seconds o Abandoned calls 3 Ensure Effective Customer Complaint Handling o Customer Complaint Audit Scores Adherence to defined TATs for Complaints resolution 4 Ensure Performance Driven Culture o Adherence to Performance Management system timelines and guidelines

📌 Senior Customer Service Executive (New Delhi)
🏢 Dhl
📍 New Delhi