director of customer service

HealthTrust

<div>This position is incentive eligible. 
 
 
<h5 class="jobSectionHeader">Introduction</h5>
Do you want to join an organization that invests in you as a(an) Director Procure to Pay Customer Experience? At HealthTrust, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.<h5 class="jobSectionHeader">
Benefits</h5>
HealthTrust offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:<ul><li>
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.</li><li>
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.</li><li>
Free counseling services and resources for emotional, physical and financial wellbeing 
</li><li>
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) 
</li><li>
Employee Stock Purchase Plan with 10% off HCA Healthcare stock 
</li><li>
Family support through fertility and family building benefits with Progyny and adoption assistance. 
</li><li>
Referral services for child, elder and pet care, home and auto repair, event planning and more 
</li><li>
Consumer discounts through Abenity and Consumer Discounts 
</li><li>
Retirement readiness, rollover assistance services and preferred banking partnerships 
</li><li>
Education assistance (tuition, student loan, certification support, dependent scholarships) 
</li><li>
Colleague recognition program 
</li><li>
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) 
</li><li>
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.</li></ul>
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location. 
You contribute to our success. Every role has an impact on our patients&rsquo; lives and you have the opportunity to make a difference. We are looking for a dedicated Director Procure to Pay Customer Experience like you to be a part of our team.<h5 class="jobSectionHeader">
Job Summary and Qualifications</h5>
Procure to Pay (P2P) Customer Experience Director will lead and optimize the end-to-end P2P experience for internal stakeholders and external suppliers. In this role, the director will drive process excellence, digital transformation, and stakeholder satisfaction across procurement, accounts payable, and supplier onboarding operations. You will serve as the voice of the customer within the P2P function, ensuring seamless, efficient, and value-driven interactions at every touchpoint.
What will you do in this role:
Customer Experience Leadership
<ul><li>Design and implement a cohesive customer experience strategy for the P2P function aligned with enterprise goals.
</li><li>Act as the P2P process owner for customer experience, driving continuous improvement across stakeholder and supplier journeys.
</li><li>Establish customer satisfaction KPIs and service level expectations (SLAs), and track performance across all P2P functions.
</li></ul>Process Optimization &amp; Transformation
<ul><li>Identify friction points in the P2P lifecycle and lead cross-functional initiatives to eliminate inefficiencies.
</li><li>Partner with Procurement, AP, IT, and Finance to optimize workflows, tools, and user interfaces.
</li><li>Lead the implementation of self-service tools, supplier portals, chatbots, and other digital solutions to enhance the user experience.
</li></ul>Stakeholder Engagement &amp; Communication
<ul><li>Serve as the liaison between P2P and internal departments to capture feedback and align process enhancements.
</li><li>Champion stakeholder education and change management to ensure smooth adoption of new systems and practices.
</li><li>Lead forums, surveys, and feedback sessions with business units and suppliers to ensure their needs are being met.
</li></ul>Data-Driven Insights
<ul><li>Analyze customer feedback, transaction data, and process metrics to uncover trends and drive data-informed decisions.
</li><li>Deliver executive-level reporting on P2P customer experience performance, root causes of dissatisfaction, and improvement initiatives.
</li></ul>Team Leadership &amp; Culture
<ul><li>Build, lead, and mentor a high-performing team focused on delivering superior service and operational excellence.
</li><li>Foster a culture of empathy, collaboration, innovation, and continuous improvement.</li><li>
Performs other duties as assigned.
</li><li>Practices and adheres to the &ldquo;Code of Conduct&rdquo; and &ldquo;Mission and Value Statement.&rdquo;
</li></ul>What qualifications will you need:
<ul><li>Bachelor&rsquo;s degree in business, Supply Chain, Finance, or related field, required</li><li>
Master&rsquo;s degree or MBA, preferred</li><li>
5+ years in a leadership role with a focus on customer experience or process excellence, required
</li><li>Strong understanding of end-to-end P2P processes, systems (e.g., SAP, Oracle, Coupa, Ariba), and compliance requirements, required
</li></ul>In today's challenging business environment of cost pressures, supply disruptions, and workforce shortages, it is crucial for providers to efficiently manage expenses and enhance performance. HealthTrust, in collaboration with 1,800 hospitals and health systems, offers a specialized group purchasing organization (GPO) membership model designed to deliver immediate and sustainable cost savings. Their team of experts provides tailored value acceleration engagements to address specific needs, delivering unparalleled benefits. With nationwide purchasing power and a focus on overall spending management, HealthTrust offers unmatched pricing advantages on supplies, along with industry-leading benchmarks and best practices. The dedicated team is committed to guiding and implementing performance enhancements in cost, quality, and outcomes.
HCA Healthcare has been recognized as one of the World&rsquo;s Most Ethical Companies&reg; by the Ethisphere Institute more than ten times. In recent years. HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
&quot;Good people beget good people.&quot;- Dr. Thomas Frist, Sr. 
HCA Healthcare Co-Founder
We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Director Procure to Pay Customer Experience opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Director Procure to Pay Customer Experience

NatWest Group

<div>Join us as a Customer Service &amp; Operations Lead<ul><li>
In this crucial role, you&rsquo;ll actively lead and manage the operations of our digital chat function, making sure that it meets both customer and organisational banking needs</li><li>
If you&rsquo;re highly motivated, agile, and curious, this is your opportunity to manage large teams and drive transformation in our operations using digital solutions &amp; analytics</li><li>
We are offering this role at director level</li></ul><h2 class="jobSectionHeader">
What you'll do</h2>
As a Customer Service &amp; Operations Lead, you&rsquo;ll oversee the end-to-end service delivery for our 24/7 digital chat operations, ensuring exceptional performance through close collaboration with technology teams, business partners, and process owners. You&rsquo;ll also drive solutions for evolving customer needs and maintain high standards of delivery to achieve strong customer satisfaction metrics such as net promoter score (NPS) and first-contact resolution. Moreover, you&rsquo;ll lead the integration of innovative digital technologies into existing operations while managing risk and aligning with strategic goals.
To succeed in this role, we&rsquo;ll expect you to oversee large, diverse teams across multiple locations and implement processes to identify performance gaps and drive improvement. Some of your responsibilities will include developing improvement plans, optimising capacity, boosting productivity, and reducing operational losses and errors.
You&rsquo;ll also be:<ul><li>
Leading knowledge design, execution, and support for the domain, while monitoring and reviewing solution implementation processes to ensure effectiveness</li><li>
Defining performance indicators, setting measurement standards, and reporting critical management information (MI) to support informed decision making</li><li>
Producing and maintaining an effective training and accreditation plan</li><li>
Monitoring key performance indicators (KPIs) and taking actions to make sure that the unit maintains strong performance metrics</li><li>
Driving financial targets and improving efficiency through process improvement initiatives</li></ul><h2 class="jobSectionHeader">
The skills you'll need</h2>
We&rsquo;re looking for someone with strong people management skills, with the ability to inspire, engage, and motivate teams to succeed. You must also have a good understanding of people processes and policies.
In addition, you&rsquo;ll need to be:<ul><li>
A curious, proactive, and forward-thinking professional ready to embrace challenges</li><li>
A graduate from a reputable university</li><li>
Experienced in the banking, financial services, or consultancy industry</li><li>
Experienced in leading large, diverse teams across multiple locations and functions</li></ul></div>

Customer Service & Operations Function Leader, Director

Defence Housing Australia

Director of Service Operations - Customer Service Centre Job no: 493668 Work type: Full Time, Full Time / Part Time Location: Adelaide Classification: Executive Level 2 About us DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs. DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on base accommodation to approximately 60,000 ADF members. The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, administering housing benefits and providing property care services to landlords. The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through: <ul> <li>Operational delivery of tenancy, landlord and property management functions across regions.</li> <li>Administration of housing benefits in accordance with Defence policy.</li> <li>Provision of DHA's asset management function, delivery of upgrades work, Defence construction projects and contract management functions.</li> <li>Provision of operational training content for Service Delivery staff.</li> <li>Provision of specialised customer service and property management.</li> <li>Provision of high level contract management and tender support to a national panel of repairs and maintenance contractors.</li> <li>Ensuring property repairs, maintenance and asset management are planned, co ordinated and standardised.</li> </ul> About the role In this role, you will be a strategic leader within the Customer Experience branch, dedicated to achieving strong operational performance outcomes for the Customer Service Centre. You will be responsible for meeting operational and financial performance targets, effective workforce planning, and ensuring all contractual requirements are fulfilled. You will lead a geographically diverse team, ensuring that business outcomes align with corporate objectives. Through supportive coaching and performance management, you will empower your team to deliver exceptional customer service to all stakeholders. You will provide clear guidance and direction to foster a high performing and engaged team. Building strong and honest relationships with high profile stakeholders, based on an ethical foundation, will be a key aspect of your role. Benefits for working at DHA include: <ul> <li>15.4% superannuation</li> <li>Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year</li> <li>Work life balance and flexible working options (including part time arrangements)</li> <li>A positive workplace culture where you can bring your whole self to work</li> <li>Opportunities to broaden your industry knowledge and experience</li> <li>Career progression and opportunities</li> <li>A dedicated Employee Assistance Program for you and your family to access in times of need</li> <li>ADF partner employment conditions when posting to a new location</li> </ul> This is a Non ongoing Engagement for a period of up to 12 months with possibility of extension or permanency. All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA). How to apply To apply, click the Apply Now button below with your current resume and a 500-word pitch, addressing the requirements of the role. For more information about the role, click View Candidate Information Pack button below. Please contact Meagan Jaunutis, Head of Customer Experience. RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level. Inclusion and Diversity DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex defence members, mature aged employees and carers.

Director of Service Operations - Customer Service Centre

Amazon

<div>
 
 Description
 
 
 
 Amazon Customer Service is looking for an exceptional Executive Assistant who wants to work in a fast-paced, exciting, and growing team. We need someone who is bright and motivated, with a proven history of high performance and the ability to operate under pressure. This EA role will support two Directors, as well as a global team.
 
 
 This role requires the ability to complete high volumes of complex tasks and projects quickly with little to no guidance. The most successful candidate must be able to earn trust quickly, be resourceful, have high ownership, ability to effectively communicate across all levels and roles, be detail oriented and raise the bar on being organized. A high level of integrity and discretion in handling confidential information and professionalism in dealing with senior executives inside and outside the company is a must.
 
 
 
 Role
 
 
 
 The successful candidate must have a demonstrated ability to manage complex calendars, coordinate domestic as well as international travel, process expense reports, and act as a general liaison between team members and leadership. In this role, you will:
 
 
 Key job responsibilities
 
 
 <ul>
 <li>
 Work closely with Director, VP and SVP offices across Amazon to schedule review meetings.
 </li>
 <li>
 Act as a trusted business partner to Directors and the leadership team.
 </li>
 <li>
 Own space planning for UAE offices (team moves, new hire desk locations, lab creation, acquiring more space).
 </li>
 <li>
 Track and help drive completion of key deliverables and follow up on open items from staff meetings, Quarterly Business Reviews and other forums.
 </li>
 <li>
 Drive key team activities (such as event planning, global team meeting agendas, supply ordering)
 </li>
 <li>
 Work with our International team across several time zones.
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Knowledge of Microsoft Office products and applications
 </li>
 <li>
 5+ years of senior level leadership support experience
 </li>
 <li>
 Experience with end-to-end project management
 </li>
 <li>
 Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience leading process improvements
 </li>
 <li>
 Experience in a fast-paced, high-tech company
 </li>
 <li>
 Experience designing processes to maximize efficiency
 </li>
 <li>
 Experience with executive level calendar management
 </li>
 <li>
 Experience working with large global teams
 
 
 </li>
 </ul>
 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 
 
 
 
 Company
 
 - Amazon Middle East and North Africa FZ-LLC
 
 
 Job ID: A3106638
</div>

Executive Assistant, Customer Experience Improvements

Sephora

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
Reporting to: Marketing Director.
Location: Dubai, United Arab Emirates. 
Position Purpose:
Own overall Customer Loyalty Strategy for Sephora Middle East. Provide expertise and leadership to define and implement customer loyalty strategies that successfully build profitable, long-term customer relationships across all channels. Partner with cross-functional teams, business partners, and channel execution groups to define and design an impactful promise for the loyalty program, and to ensure proper implementation, activation and measurements are in place. Lead the development of experience and communications strategies rooted in business and brand goals, customer data and channel-level best practices. Provide strategic direction into the data and technology needed to support the implementation and execution of the loyalty strategy and specific program management. 
You will excel and enjoy this position if you are ready to actively handle the following missions:
Strategy
<ul><li>Lead the development and execution of CRM strategy and function, including data gathering and quality, database understanding, targeting, marketing deployment and loyalty program enhancement and management.</li><li>
Evolve and optimize email, direct mail, SMS and touchpoint strategy to maximize customer loyalty and drive retention</li><li>
Evolve loyalty program to be a powerful loyalty driver that is consistent with the vision of the brand</li><li>
Drive strategic decision making through effective communication at a senior management level</li><li>
Support cross functional initiatives by serving as a thought leader across the company, providing consultation and best practices for CRM and customer engagement.</li><li>
Define key priorities for implementation and technologies needed and build data supported Business cases for strategic solutions</li><li>
Lead strategy roadmap and end-to-end execution of lifecycle campaigns to increase conversion and success against KPIs by leveraging channels</li><li>
Establish strong relationship with Products, Data science, Design, and other counterparts, collaborate on prioritization for roadmap and resolve dependencies</li><li>
Lead, manage and optimize all customer service processes and call center directives to ensure the best in class customer service from our call center teams.</li></ul> 
Customer Insight
<ul><li>Set KPIs targets and assess the impact of CRM project short and long term</li><li>
Conduct market research in partnership with the central team to better understand new consumer expectations and rework the loyalty promise accordingly</li><li>
Prioritize and scope analysis request from cross functional teams (Marketing, retail, e-commerce) to ensure the right level of support is provided in a timely way (store cannibalization, retention of B&amp;M customers online during lockdown&hellip;)</li><li>
Establish analytics and reporting structure to educate other leaders about customers and CRM tactics</li><li>
Drive analysis of customer value and behavior data to produce actionable insights to embed onto life cycle campaigns that drive business strategies and value</li></ul> 
Loyalty Program<ul><li>
Define and manage the SBP marketing plan / calendar including all activations and brand priorities in partnership with omnichannel and category teams ensuring smooth coordination with external and internal teams.</li><li>
Manage all aspects of marketing, media planning and PR related to the Loyalty program as well as the execution of the related direct marketing campaigns (target, offer&hellip;)</li><li>
Interpret campaign performance data and turn them into actionable business insights and communication guidelines</li><li>
Build story telling for the brands using reports to show the profitability of participating/ contributing to the loyalty program gifts</li><li>
Partner with Category Managers teams to lead the negotiation with brand suppliers on gifting and offers that will be used for the program</li><li>
Monitor closely on all the plans implementation, schedule and activities for all markets and offers to guarantee the consistency and right the image of SBP in all materials.</li><li>
Develop Beauty Pass members experiences that money can&rsquo;t buy and leverage on personalization to create unique customer journey to pamper our best members and grow their engagement.</li><li>
Build the brand love for the loyalty program buy building a strong promise and communicating loudly about the perks.</li></ul> 
 Team Structure &amp; Talent Management<ul><li>
Recommend appropriate organizational, budgetary and resource changes as needed.</li><li>
Develop key structures and workflows that contribute to the success of the CRM team and coordination with local and cross functional teams.</li></ul> 
Do not hesitate to apply if you have:<ul><li>
The successful candidate for this role is not only a strategic thinker and problem solver able to break down business needs into technical requirements.</li><li>
Preferred experience of 6-8 years in Retail/Consumer Goods/FMCG or/and Fashion Industry with excellent track record of CRM/Loyalty Programs.</li><li>
Arabic is preferred, not mandatory.</li><li>
She/He has a track record of being a cross-functional collaborator who can lead with influence and drive multiple priorities in a fast-paced environment by working closely with Product, Data Science, Engineering, Marketing, and Retails Teams and flexibility to travel.</li></ul> 
Here, you will find:<ul><li>
Community: In which authenticity is embraced, and the strength of our differences fuels our collective spirit.</li><li>
Culture of Empowerment: Learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead.</li><li>
Work that Brings Fulfilment: From delighting clients every day, to inspiring our industry at large, every action makes a difference.</li></ul><div></div><div> 
Join us and belong to something beautiful</div></div>

CRM and Loyalty Director

SWEETSPOT

Oliv Restaurant and Bakery is seeking a highly motivated and organized Food Dispatcher / Customer Service professional to manage the dispatching of delivery and catering orders, ensuring timely and accurate deliveries. The ideal candidate will have excellent communication skills, be customer-oriented, and work well under pressure to provide an exceptional experience for our customers.Key Responsibilities:Order Dispatching:<ul><li>Oversee the dispatch process of both delivery and catering orders.</li><li>Qualitative and Quantitative Check of orders.</li><li>Ensure all orders are dispatched on time and accurately.</li><li>Coordinate with the delivery drivers to ensure smooth and efficient delivery routes.</li><li>Monitor and track the status of deliveries and communicate with customers in case of any delays or issues.</li></ul>Customer Service:<ul><li>Provide excellent customer service, addressing any concerns or inquiries from customers promptly and professionally.</li><li>Handle phone, email, and online customer inquiries, and ensure timely resolution of issues.</li><li>Confirm catering orders, deliveries, and any special customer requests with attention to detail.</li></ul>Order Management:<ul><li>Collaborate with kitchen and bakery staff to ensure orders are fulfilled as requested.</li><li>Verify order accuracy before dispatching, checking for any missing or incorrect items.</li><li>Prepare order invoices and assist in managing order logs for tracking purposes.</li></ul>Problem Solving &amp; Communication:<ul><li>Act as a point of contact for customers regarding delivery-related issues or concerns.</li><li>Provide timely updates to customers about their order status or delays.</li><li>Resolve any issues in a courteous and efficient manner to maintain customer satisfaction.</li></ul>Team Coordination:<ul><li>Work closely with kitchen, bakery, and delivery teams to ensure seamless coordination.</li><li>Assist in scheduling delivery routes and drivers based on order volume and customer requirements.</li></ul>Qualifications:<ul><li>High school diploma or equivalent; college degree is a plus.</li><li>Previous experience in customer service, dispatching, or a related field is preferred.</li><li>Strong communication and interpersonal skills.</li><li>Ability to work in a fast-paced, team-oriented environment.</li><li>Strong attention to detail and organizational skills.</li><li>Basic proficiency in MS Office and order management software.</li><li>Ability to handle multiple tasks simultaneously and prioritize effectively.</li><li>Must be flexible with working hours, including weekends and holidays as needed.</li></ul>Physical Requirements:<ul><li>Ability to sit or stand for extended periods.</li><li>Must be able to communicate clearly and effectively with customers and team members.</li><li>Ability to handle moderate stress during busy times.</li></ul>Job Types: Full-time, PermanentPay: AED2,000.00 - AED4,000.00 per monthExperience:<ul><li>UAE: 6 years (Preferred)</li><li>customer service: 5 years (Required)</li><li>Restaurant: 5 years (Required)</li><li>Catering: 5 years (Required)</li></ul>Location:<ul><li>Dubai (Required)</li></ul>Work Location: In person

Dispatcher/Customer Service

<div><div>Job Title - Executive &ndash; Customer Service
Function &ndash; Customer Service
Reports To &ndash; Team Leader &ndash; Customer Service
Location - Mumbai, India
About Blue Dart Express India
Blue Dart Express India, a leader in logistics and express delivery, is part of the DHL Group. With an extensive network covering over 37,000+ locations across the country, we continue to set benchmarks in speed, efficiency, and service excellence. As an employer, Blue Dart is committed to creating a high-performing, agile, and customer-centric organization, ensuring seamless procurement processes that drive operational excellence.
Position Overview
The Executive &ndash; Customer Service will be responsible for handling inbound customer interactions, resolving shipment-related queries, coordinating with internal departments, and ensuring timely pickups and deliveries. The role is critical in delivering best-in-class customer service and driving incremental revenue through value-added services.
Job Purpose
To provide high-quality and timely service to Blue Dart customers through effective communication, query resolution, and coordination with internal stakeholders, thereby enhancing the overall customer experience.
Key Responsibilities
Customer Interaction &amp; Query Resolution<ul><li>
Handle inbound calls in adherence to customer service quality parameters and standard operating procedures (SOPs).</li><li>
Address customer queries regarding shipment tracking, delivery timelines, and service options.</li><li>
Record pickup requests and coordinate with the pickup team to ensure prompt service.</li></ul>
Internal Coordination<ul><li>
Collaborate with the tracking team to provide real-time shipment status updates.</li><li>
Escalate unresolved issues promptly to ensure timely resolution.</li><li>
Coordinate with the operations team for handling claims, complaints, or delivery exceptions.</li></ul>
Customer Experience Enhancement<ul><li>
Maintain adherence to best-in-class service standards.</li><li>
Drive a customer-first approach across all service touchpoints.</li><li>
Continuously update product/service knowledge to enhance customer interactions.</li></ul>
Qualifications &amp; Experience
Education<ul><li>
Essential: Essential: Minimum Graduate (Any Specialization)</li></ul>
Experience<ul><li>
Excellent communication skills in English (both verbal and written)</li><li>
Prior experience in customer service/contact centre roles is preferred</li><li>
Familiarity with shipment tracking systems or CRM tools is an advantage</li></ul>
Technical Skills &amp; Competencies
Core Technical Skills<ul><li>
Inbound Call Handling &amp; Query Resolution</li><li>
Coordination &amp; Escalation Management</li><li>
Complaint Handling &amp; Customer Claims</li><li>
Adherence to SOPs and Quality Standards</li></ul>
Behavioural Competencies<ul><li>
Customer Centricity</li><li>
Clear &amp; Concise Communication</li><li>
Attention to Detail</li><li>
Team Collaboration</li><li>
Time Management</li><li>
Problem Solving &amp; Escalation Handling</li></ul>
Key Performance Indicators (KPIs)<div><div><div><div>
S. No. 
Key Result Areas 
Key Performance Indicators (KPIs)</div></div><div><div> 
1 
Timely Response to Customer Requests<div><ul><li> 
% of calls answered within defined time</li></ul><ul><li>Number of abandoned calls</li></ul><ul><li>Average number of calls handled</li></ul><ul><li>Pickup request response time</li></ul></div></div><div> 
2 
Continuous Capability Building 
<ul><li>Scores on functional/skill-based training tests</li></ul></div><div> 
3 
Performance Driven Culture<ul><li> 
Adherence to Performance Management timelines and process</li></ul></div></div></div></div></div><div> 
#Li-eBD</div></div>

Executive - Customer Services, HQC

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