Job Description - Associate/Sr. Associate - Customer Service

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 1^st 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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Associate/Sr. Associate - Customer Service

Job Description - Associate/Sr. Associate - Customer Service

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