Job Description

Description

Drive proactive tracking of Etail shipments for all customers drive timely deliveries to such customers Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures Ensure clearance of held back cases within the stipulated timelines Ensure appropriate handling of all escalation cases forwarded from the contact center Ensure handling of all customer claim requests as per company policy and procedures Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc. Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management Facilitate the branch tracker for any tracking related issues. Coordinate and consult with HO Tracker for escalation or any special cases Provide guidance and support to employees to help them discharge their duties effectively * Ensure Training and development of subordinates to develop the team's capabilities and high performance culture