SAM Manager - Ahmedabad/Indore

Delhivery; Indore District, Ahmedabad District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Delhivery is seeking a Customer Service Manager in Indore to lead a team of customer service representatives, drive service quality, and ensure timely delivery of support. You will oversee daily operations, monitor KPIs, and collaborate with operations, sales, and IT to optimize processes.

You will address escalations, analyze feedback, implement improvements, and report performance to senior management, fostering a customer-first culture within the logistics organization.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives.
• Set performance goals, provide regular feedback, and conduct performance evaluations.
• Develop training programs and provide continuous training to enhance team members' skills.
• Foster a positive work environment that encourages collaboration, productivity, and growth.
• Build and maintain strong relationships with key clients and stakeholders.
• Address customer inquiries, concerns, and escalations promptly and professionally.
• Ensure exceptional customer satisfaction by consistently meeting or exceeding service level agreements.
• Analyze customer feedback and implement strategies to improve service quality.
• Oversee and manage the daily operations of the customer service department.
• Monitor service metrics and KPIs to identify areas for improvement.
• Develop and implement strategies to optimize processes and enhance customer service efficiency.
• Collaborate with cross-functional teams to streamline operations and enhance customer experience.
• Handle complex or escalated customer issues and provide timely resolutions.
• Investigate and analyze customer complaints and implement corrective actions as necessary.
• Coordinate with relevant departments to resolve customer issues and ensure prompt resolution.
• Prepare regular reports on customer service performance, including KPIs, trends, and customer feedback.
• Conduct data analysis to identify patterns and trends, and provide insights to senior management.

Job description

Job Description:

As a Customer Service Manager at Delhivery, you will play a vital role in ensuring exceptional customer satisfaction

and smooth operations within our logistics organization. You will be responsible for managing and leading a team

of customer service representatives, overseeing their daily activities, and continuously improving customer service

processes. Your focus will be on fostering positive customer relationships, resolving issues, and ensuring timely and

efficient delivery of services.

Key Responsibilities:

Team Leadership:

Lead, coach, and motivate a team of customer service representatives.

Set performance goals, provide regular feedback, and conduct performance evaluations.

Develop training programs and provide continuous training to enhance team members' skills.

Foster a positive work environment that encourages collaboration, productivity, and employee

growth.

Customer Relationship Management:

Build and maintain strong relationships with key clients and stakeholders.

Address customer inquiries, concerns, and escalations promptly and professionally.

Ensure exceptional customer satisfaction by consistently meeting or exceeding service level

agreements.

Analyze customer feedback and implement strategies to improve service quality.

Operational Efficiency:

Oversee and manage the daily operations of the customer service department.

Monitor service metrics and key performance indicators (KPIs) to identify areas for improvement.

Develop and implement strategies to optimize processes and enhance customer service

efficiency.

Collaborate with cross-functional teams, such as operations, sales, and IT, to streamline

operations and enhance customer experience.

Issue Resolution:

Handle complex or escalated customer issues and provide timely resolutions.

Investigate and analyze customer complaints and implement corrective actions as necessary.

Coordinate with relevant departments to resolve customer issues and ensure prompt resolution.

Reporting and Analysis:

Prepare regular reports on customer service performance, including KPIs, trends, and customer

feedback.

Conduct data analysis to identify patterns, trends, and areas for improvement.

Provide insights and recommendations to senior management based on data analysis.