To be responsible for execution and implementation of Company's Customer Care Objectives by contributing Customer Care recommendation and information to strategic plan and reviews; preparing and completing action plans, implementing Customer Care standards, resolving problems; completing audits; identifying customer care trends, determining system improvement and implementing change.
MAJOR KEY RESULT AREAS:
Handling all major key Customers and maximize Customer Satisfaction through continuous improvement in Customer Care Processes and systems based on Customer feedback analysis. Monitor to increase the delivery strike rate of the Customer Care Centers
Increase the monthly revenue of the key Customers
Supporting and collecting the outstanding payment from the Customers
Monthly Review with Key Customers on our Service Standard and related improvements.
Share timely and accurate monthly MIS reports with the Senior Management Team.
Monitor the performance of Customer Service at Delivery Centers of the entire Region.
Monitor and develop the performance of Call Centre Team
Determine Customer Service Requirements by maintaining regular contact with the Customers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing information's
Ensure cross functional coordination to achieve timely functional objective.
Ensure harmonious interpersonal relations within Customer Care team
Monitor and provide periodic feedback and counselling to Customer Care team for continuous improvement of their functional efficiency
QUALIFICATION/TECHNICAL KNOWLEDGE :
Graduate Degree in any Discipline
Good knowledge of logistics / E- commerce industry and operational processes and systems.
Proven ability to head a region as Customer Care Manager
Computer literate, technology savvy Preferred Post graduate Degree in Management
ESSENTIAL/LIKELY EXPERIENCE :
15 to 18 Years in Customer Care function of a reputed logistics Company preferably Customer interfacing job
Skills, experience & knowledge of modern business methods and controls in logistics industry.
Experience in managing a large team
Key Behavioral Competencies :
Core Competencies Essential:
Conceptual and Strategic thinking
Problem solving skills
Delegation of Authority and Responsibility.
Planning & Organizing
Coaching & Counseling
Job Specific Essential:
Good professional knowledge.
Team Management ability.
Fast work pace.
Ability to lead others.
Knowledge of Diverse functional perspective. Important:
Tolerance for stress.