This job offer is not available in your country.

Customer Service Executive

Allcargo TerminalsDelhi, India

6 days ago

Job description

JOB DESCRIPTION : Customer Service

Job Title : Sr. Executive / Executive – Customer Service
Reporting to : Location Head / Sales Head
Location : CFS Speedy Mundra, Mundra, Gujarat
Minimum Qualification : Any Graduate / Post-Graduate
Age : 22 to 30 years
Required experience range : 3-6 years
Targeted industry : Logistics / supply chain
Division : CFS ICD
Department : Customer Service

Roles & Responsibilities :

Manage phone calls & emails from customers. Assist in on-boarding Customers to my-CFS portal as my-CFS portal answers almost 50 percent of queries of Customers.

Handle Customer complaints, provide appropriate solutions in consultation with Ops & Finance within set time limit; follow up till complained is resolved.

Provide accurate, valid and complete information obtained from relevant authorized persons in Organisation to Customers.

To work with Sales team to bring back lost customers

Generate Sales leads & share on weekly basis with Sales Team (Inside Sales)

Ensure new Customers on-boarded & immediately start using my-CFS portal (desktop or mobile version) for Track & Trace, Documents upload, OSR & PI

Regularly engaging with Customers by sharing Corporate Communique from time to time as well as important Updates as required by HOF / HODs.

Identify and assess customers’ needs to achieve Customer Delight & communicate same during bi-monthly meeting with Sales, Finance & Ops

Build sustainable relationships and trust with Customer accounts through open and interactive communication

Take the extra mile to engage Customers

Daily update Online Customer Complaint Register on One Drive.

C-SAT Survey

KRA Customer Service :

Recording of all Customer Requests on SFDC (Service module)

Resolving all Customer requests within TAT as per SFDC (Service Module)

Supporting Customer for increasing Digital clearance (myCFS) to 70% plus

Approving “Nomination’’ module of myCFS portal (e-Tagging) & discontinue Tagging via e-mail

Calling Churn Customer - 5 in a week & record this on SFDC

Conducting Quarterly NPS survey via telephone

Create a job alert for this search

Customer Service Executive • Delhi, India