Senior Executive Customer Service - CS

Reports To - Manager Customer Service

Location - NRO (Delhi)

Travel Required

25% 50% 75%

The Executive / Senior Executive - SMART will be responsible for servicing small and mid-sized customer accounts by ensuring timely query resolution, shipment tracking, complaint handling, and SLA adherence. The role ensures accurate service execution, strong customer communication, and operational coordination to maintain customer satisfaction.

Job Purpose:

To provide reliable and responsive customer service support for SMART segment customers, ensuring high service quality, reduced escalations, and consistent SLA adherence.

Key Roles & Responsibilities:

• Handle inbound and outbound customer communication.
• Provide accurate shipment status updates.
• Resolve queries related to pickups, deliveries, transit delays, and billing.
• Log complaints in system and track closure within TAT.
• Coordinate with Operations to resolve service issues.
• Escalate unresolved cases to Manager - SMART.
• Monitor critical shipments and provide proactive updates.
• Track service deviations and ensure timely closure.
• Ensure 100% accurate data entry in CRM systems.
• Maintain call quality standards and documentation accuracy.
• Adhere to defined service scripts and communication standards.
• Build positive relationships with customers through consistent communication.
• Support Manager - SMART in account performance tracking.

EMS:

• Ensure that EMS is properly implemented and that environmental matters are properly handled at all stages.
• The incumbent should be ISO 14001:2015 trained or has a good awareness about environmental initiatives/ESG.
• Should be able to handle environmental customer complaints smoothly.

Qualifications & Experience:

Education:

• Essential: Graduate in any discipline.
• Preferred: Degree in Logistics / Business Administration.

Experience:

• 1 - 3 years of experience in customer service, logistics operations, or B2B service support.
• Exposure to SLA-driven service environments preferred.

Skills & Capabilities:

Technical Skills:

• Understanding of logistics lifecycle and shipment processes.
• CRM/system proficiency.
• Complaint tracking and TAT adherence.
• MS Excel and basic reporting skills.

Key Competencies:

• Customer Focus
• Communication Skills
• Attention to Detail
• Problem-Solving
• Accountability

Key Performance Indicators:

• SLA Adherence - % queries resolved within TAT
• Complaint Resolution - % complaint closure within SLA
• Call Quality - Quality score adherence; First call resolution rate
• Customer Satisfaction - Feedback scores; Escalation reduction
• Data Accuracy - Error-free documentation and CRM entries