Deputy Manager - Customer Service

Deputy Manager - Customer Services

About Business:

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Logistics: Over the past few years, we have evolved from a basic logistics company to a comprehensive logistics services provider. We are the largest logistics organization for the past two decades, offering a diverse range of services including transportation, warehousing, supply chain management, and end-to-end logistics solutions.

Job Purpose: Team Member - Sales and Marketing supports the pursuit of global business opportunities, engaging in sales and marketing efforts, collaborating with stakeholders, and meeting sales targets to fuel the company's revenue growth.

• Providing excellent customer service to corporate and retail clients of containerized cargo
• Route planning, Rail, Road & multimodal movement planning. Door to Door logistics solution.
• Handling customer inquiries, issues, and escalations promptly and effectively
• Collaborating with internal and external stakeholders to resolve customer concerns
• Generating and analyzing reports and analytics to monitor team performance and identify areas for improvement
• Conducting root cause analysis for errors or complaints and implementing corrective actions
• Contributing to continuous process and customer experience improvements
• Assisting in forecasting and planning for booking execution
• Meeting with customers for review at regular intervals
• Managing customer complaints and claims to ensure satisfaction
• Conducting customer satisfaction surveys to identify areas for improvement
• Participating in recruitment, mentoring, and development of customer service agents
• Ensuring adherence to KPIs, procedures, and SOPs
• Facilitating clear and effective communication with stakeholders

• 2-3 years' Experience in Customer Service and Customer Service Management
• Bachelor’s degree in business administration or related field

Experience Level

Mid Level