Senior Executive - Customer Service - Key Accounts - B2C

Blue Dart


Date: 3 weeks ago
City: Delhi, Delhi
Contract type: Full time
  • Serve as a “Single Point of Contact” in Blue Dart for all queries, issues, grievances etc of the assigned key accounts
  • Develop and maintain good relations with key decision makers in the client organization and continuously leverage such relationships to get more business for Blue Dart
  • Develop deep understanding of the client’s business needs to identify the best manner of designing and positioning Blue Dart’s services to meet their requirements; Visit customers regularly along with sales teams to better understand their needs, requirements etc
  • Ensure retention and revenue growth from the assigned key accounts; Track their revenues on a regular basis and take corrective actions, if any, to achieve the revenue targets
  • Provide timely service delivery to all assigned key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc.
  • Proactively track shipments of key accounts and ensure timely deliveries to such customers
  • Organize priority delivery and special pickups for key accounts, in collaboration with operations, as and when required
  • Handle calls within the stipulated timelines and ensure adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc
  • Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required; Make quarterly presentation to the customers and share NSL data with them on a monthly basis
  • Ensure handling of claims of key accounts as per the company policy/objectives
  • Key Result Areas and Key Performance Indicators


S.no Key Result Areas Key Performance Indicators


  • Maximize Financial Performance from the assigned key accounts (Top 100 National Key Accounts and Regional Key Accounts )
  • % increase in revenues from the assigned key accounts
  • Cross-sell revenues from the assigned key accounts
  • Drive Customer Satisfaction in the assigned key accounts
  • Net Service Levels
  • Customer Feedback Scores (NPS scores)
  • Customer Loyalty scores
  • % Call back commitment being met
  • Grade of service
  • % of calls answered within defined number of rings/ seconds
  • Abandoned calls
  • Ensure Effective Customer Complaint Handling
  • Customer Complaint Audit Scores
  • % Adherence to defined TATs for Complaints resolution
  • Ensure Performance Driven Culture
  • Adherence to Performance Management system timelines and guidelines

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