Operations

Associate/Sr. Associate - Customer Service

Bengaluru, Karnataka
Work Type: Full Time
  • Assigning jobs to partners basis the checklist internally defined including Geographical Strengths, Route Strength & Optimization, Service Quality
  • Provide resolution on partner escalations coming from Customer Experience Team (Within TAT)
  • Ensuring Claims/Compensation for damages from Partners, coz of bad customer experience
  • Partner Performance Management – Route Selection, barring them on routes/locations, barring them on all future leads (MIS/ Analytics)
  • Ensure 1st Customer Connect 24 hours in advance of the scheduled Relocation date.
  • Share Policy details for Insurance Policy generation
  • Follow up & Coordinate with Partner to ensure SLAs are met (Loading Manager, Unloading Mgr, adequate Packing materials)
  • Manage end-to-end fulfilment cycle post payment within required timeline
  • Ensure 100% adherence to Partner App and System by Partners
  • Ensure tracking updates as per SOP and on-time delivery of shipment
  • Ensure Packaging Guidelines are followed as per SOP
  • Ensure Workforce to CFT ratios are adhered as per SOP
  • Ensure Pre Dispatch Report including images are uploaded by Partners as per SOP
  • Ensure Customer Feedbacks are collected at all 3 stages – Packing/Loading, Unloading/Unpacking & Final Feedback on successful Relocations
  • Build intelligence to project misses and raise Flags in advance
  • Mitigate all possible risks of escalation, damage, delay & non-compliance
  • Ensure all required docs related to move are uploaded on time by Partners
  • Educating Partners on HL internal & external tools Including all updates on documentation or processes
  • 100% Process adherence and ticket update on time

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