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Associate/Sr. Associate - Customer Service at HappyLocate Relocation Services Pvt. Ltd.

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

29 Aug, 26

Salary

0.0

Posted On

31 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Partner Management, Logistics Coordination, SLA Management, Escalation Resolution, Performance Analytics, Process Adherence, Risk Mitigation, Fulfilment Management, Quality Assurance

Industry

technology;Information and Internet

Description

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 1st 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

Responsibilities

Manage the end-to-end fulfillment cycle for relocations by assigning jobs to partners and ensuring strict adherence to SOPs. Coordinate partner performance, resolve customer escalations, and ensure timely delivery and quality of service.