Manager – KAS (Customer Service) (6 year)

Customer Supports | Job ID:Ecom/CS/002

Posted: Dec 13, 2022

Updated 2 months ago

Manager - KAS (Customer Service)

Escalation Closures 80% closure of key accounts within 24 Hours
Key Account Management Shipper specific target achievement on CX metrices
Structured & documented performance review with Top cx ( weekly)& Mid tail cx ( Monthly)
Loss Control Claim Settlement: All claim closure within D + 3 months
100% Closure of Shipment Lifecycle as per SLA within 30 days, 100% NDC within 60 days
Forward Ensure Attempt compliance > 98% , First Attempt Delivery % > 70 %;:CP Breach < 2% ( Inbound  & Outbound load )
Attempts/ Delivery < 1.02
Return UD – alternate to be provided within 24hrs
RTO% < 15%
Return Center Unattempted dwell< 24 hours
Return Center shipment ageing closure within 7 days
RVP Fresh RVP Pickup Compliance >= 95%, First RVP Pickup Success >= 85%, Reattempt RVP Pickup Success >= 50%
RVP ESL adherence > 90%, EOB < 4 days
People Attrition <4%  , Structured Monthly performance review and implement scorecard based approach
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Department

Customer Supports

Experience Required

6 year

Qualification

Graduate

Location

North

Employment Type

Full time

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