Senior Client Service Associate - Mumbai, India - Delhivery

    Delhivery
    Delhivery Mumbai, India

    Found in: Talent IN 2A C2 - 1 week ago

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    Description

    Key Responsibilities


    • Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities


    • Create a client success roadmap - a clear roadmap of the client's experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc


    • Cross-Selling and Up-selling to the client base and growing the account to achieve the targets


    • Be the customer's focal point by liaising closely with various stakeholders within the company thus ensuring their queries/ issues are addressed


    • Metric management - Work towards ensuring all the assigned metrics are in green with appropriate root causing and solutioning as and when required


    • Conducting business reviews with clients and focusing on service delivery experienceTravel to various centers/ client locations within the country for client visits/ audits/ business launches/ client meetings as and when required


    • Liaising with internal departments to ensure client requirements are fulfilled


    • Escalating and resolving areas of concern as raised by clients


    • Monitoring performance against service level agreements and flagging potential issues for timely resolution

    Person Specifications- Skillsets/Education


    • Functional Skills - Good communication and presentation skills; Strong in Excel (any knowledge of VBA, SQL, R, python would be an added advantage)
    • Experience years of relevant exp in Logistics industry with exposure to key account management, client retention and client servicing


    • Behavioral Skills - Good communication and analytical skills. Excellent customer service skills in the areas of problem-solving, task prioritization and follow-up. Ability to work well in a team environment. Collaborate with internal and external resources in order to gain credibility with senior management. Proactive and self-driven with a great sense of ownership. Good in negotiation and persuasion.