Job DescriptionJOB DESCRIPTION
nNumber of vacancies: 03
nWork locations: Noida (Uttar Pradesh) and Guindy (Chennai)
nJob Title : Senior Executive
nDepartment : Customer Care
nSub Department : Customer Service - Export
nReporting : Customer Service Manager
nRole Summary:
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Provide exceptional customer service to the group Large/Standard customers by offering support tailored to meet the unique needs and expectations according to Standard Treatment Level in line with Group SLA.n
nCore Responsibilities:
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Case Managementn
Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by productive collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.n
Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.n
Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.n
Escalations,
Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.n
Service Level Managementn
Monitor SLA, ensure customer Service Levels are maintained as per SLA .n
Proactive Monitoringn
Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.n
Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departmentsn
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issuesn
Central point to handle exceptions/ customer special demandsn
Resolving complaints in case of unexpected shipment disruptions/ issuesn
Addressing customer complaints or concerns in a skilled and productive manner, providing and appropriate solutions / alternatives withi