Head - Customer Service & Complaints - Logistics Solution

An opportunity for you based in NCR with one of our reputed Logistics Solution provider client as Head - Customer Service.

The detailed job description is mentioned below :

JOB PURPOSE:

To be responsible for execution and implementation Customer Service Objectives through planning, coordinating and controlling the activities of all India Customer Service team to maintain and enhance Customer Relations and in meeting strategic organizational and operational objectives.

KRA's :

- Develop and implement Customer Service policies and procedures.

- Define and Communicate Customer Service Standards

- Nurturing and development of Key accounts strategy towards business goals

- Oversee the achievement and maintenance of agreed customer service levels and standards

- Review pan India customer Complaints and track it's resolution

- Handle complex and escalated customer service issues

- Maintain effective liaison with key business partners and provide Customer Service solutions with an objective of creating customer delight and promoting Company's business interests.

- Prepare and update Management about latest customer relationship trends and type of services being offered by Competitors.

- Establish and maintain an effective development plan and succession plan for the Department

- Monitor accuracy of reporting and data base information

- Analyze relevant data to determine customer service output and present improvement plans

- Being a Customer champion, advocate, Identify, develop and implement strategies to improve quality of service, productivity and profitability for the business

- Liaise with Company Management to support and implement growth strategies

- Coordinate and manage customer service project and initiatives

- Evaluate periodically performance of customer service teams, identify their performance gap and provide structured training / performance enhancement input to omit the gaps.

Candidate profile : Graduate with 10 ~ 15 Years in Customer Care function in any reputed Express delivery industry or courier industry employment.

If you are interested in this opportunity, kindly mail me your updated word format resume along with :

1.Total work experience

2. Areas of operations within customer service

3.Current company

4.Current designation/Function

5.Reporting structure (Reporting to & number of reportees)

6.Motivators for change of job

7.Notice period

8.Three prime accountabilities

9. Key achievements

10.Family details

11. Current compensation

12. Expected compensation

13. Organisation structure

Reshma