Job Description

1. Purpose

Responsible for providing high quality service to all Blue Dart customers as per the defined service parameters and coordinating with internal departments for timely pickup / delivery of shipments

2. Key Responsibilities

Responsibilities

Conduct handling of inbound customer calls as per the defined standard operating procedures and in adherence to the customer service quality parameters Conduct cross sales, TDD sales etc. on customer pickup requests to meet the defined sales targets Record the pickup requests and coordinate with the pickup staff in a timely manner for conducting the pickups Conduct resolution of customer queries pertaining to shipment enquiries, tracking of shipments, transit times etc. for delivery of shipments as per the defined standard operating procedures Coordinate actively with the tracking team for the tracking of shipment status and forward pertinent customer queries to the tracking team in a timely manner Conduct handling of customer claims and complaints on the account of exceptions in delivery of shipments and coordinate with operations team for effective resolution; conduct escalation of the issue in case of non resolution Ensure adherence to best in class customer service parameters in all activities

3. Key Result Areas and Key Performance Indicators

S. No



Key Result Areas



Key Performance Indicators

1.

Ensure timely response to customer pickup and delivery requests



% of calls answered within defined number of rings/ seconds




Number of abandoned calls




Average number of calls handled




Adherence to defined timelines for pick-up requests placed by customer

2.

Drive revenues from the customer service channel in the region



Revenues from Cash Desk sales, TDD

3.

Ensure capability building of self



Scores on functional training related tests

4.

Ensure Performance Driven Culture



* Adherence to Performance Management system timelines and guidelines