- Customer Interaction:
- Responsible for close coordination with the customer departments and achieving SLA and KPI as agreed with the customer
- Handle escalated customer inquiries and complaints to ensure satisfactory resolutions.
- Monitor and respond to customer inquiries through various communication channels (phone,
email, chat, social media, etc.).
- Provide guidance to representatives on handling difficult customer situations.
- Process Improvement:
- Continuously review and improve customer service processes and procedures to enhance
Efficiency and effectiveness.
- Identify bottlenecks and implement solutions to streamline workflows.
- Performance Metrics:
- Develop and track key performance indicators (KPIs) to measure the team's performance
and the quality of service provided.
Ensure Timely Preparation Of The Following Reports
i. On-time Report
ii. Issue Report
iii. Short supply Report
iv. Octroi & Sales Tax summary Report
v. Invoices & monthly Sales report
vi. Monthly KPI / MIS Report
vii. Preparation of Fast track Report inc. budget/non Budget
viii. Preparation monthly saving Report
ix. Trip Report analysis
Generate reports and analyse data to identify trends and areas for improvement.
- Cross-Functional Collaboration:
- Collaborate with other departments (Operation, Quality, a logistics etc.) to address customer needs and concerns.
- Share customer insights and feedback with relevant teams to drive product/service
Improvements.
- Budget Management:
- Manage the customer service budget, including staffing, training, and technology expenses.
- Quality Assurance:
- Implement quality assurance programs to ensure consistent and high-quality service delivery.
- Conduct regular quality assessments of customer interactions.
- Compliance:
Ensure that the team adheres to all relevant regulations and company policies
- Training and Development:
- Conduct training sessions for new and existing team members.
Keep the team updated on product knowledge and service policies.
Skills: customer service,training,budget management,kpi
