AgriBegri Tradelink Pvt Ltd
Website:
agribegri.com
Job details:
*Customer Success Manager*
Location: Rajkot, Gujarat
Department: Customer Success
Industry: E-commerce / Marketplace
Employment Type: Full-Time
Experience: 5+ Years
Salary Range: up to 30k(No bar for the right Candidate)
*Job Summary*
We are seeking an experienced and result-driven NDR Head to lead our Non-Delivery Resolution (NDR), Customer Support, Complaint Management, Courier Coordination, and Customer Success functions. The ideal candidate will be responsible for reducing RTO%, improving delivery success rates, managing customer escalations, strengthening courier relationships, and leading the NDR team to achieve operational excellence.
*Key Responsibilities*
*NDR & RTO Management*
Monitor active NDR cases and high-risk shipments daily.
Drive RTO reduction initiatives across courier partners.
Analyze non-delivery reasons and implement corrective actions.
Approve reattempt requests and delivery recovery plans.
Ensure timely resolution and closure of all NDR cases.
*Team Leadership & Management*
Lead and manage NDR, Customer Support, and Complaint Resolution teams.
Monitor team productivity, SLA adherence, and operational efficiency.
Conduct training sessions, performance reviews, and coaching.
Ensure SOP compliance and process implementation.
*Customer Success & Complaint Resolution*
Handle customer escalations and critical complaints.
Ensure quick and satisfactory resolution of customer issues.
Improve customer satisfaction (CSAT) and retention.
Manage negative reviews and service recovery cases.
*Courier & Logistics Management*
Coordinate with courier partners for delivery issues and escalations.
Conduct courier performance reviews and audits.
Ensure courier accountability and service-level compliance.
Resolve delivery failures and operational bottlenecks.
*Claims & Refund Management*
Manage lost shipments and damage claims.
Coordinate compensation, refunds, and claim recoveries.
Track courier claim settlements and reconciliation.
*Seller Coordination*
Coordinate with sellers for redispatch, shortages, damage, and return-related issues.
Ensure effective communication between sellers and customers.
Resolve seller complaints within defined timelines.
*Reporting & Analytics*
Prepare Daily, Weekly, and Monthly MIS reports.
Monitor and analyze RTO %, NDR %, Delivery Success Rate, CSAT Score, Courier Performance, and Complaint Resolution TAT.
Present operational reports and improvement plans to management.
*Day-to-Day Activities*
Review daily NDR dashboard and shipment status.
Monitor OFD and failed delivery reports.
Handle escalated customer complaints.
Coordinate with courier managers for urgent cases.
Review RTO-risk shipments and take preventive actions.
Approve refunds and compensation requests.
Conduct team huddles and task allocation.
Track pending claims and courier recoveries.
Prepare operational MIS reports.
Ensure SLA compliance across the department.
*Required Skills*
*Technical Skills*
NDR Management, RTO Reduction, Courier Operations, Customer Support Management, Complaint Handling, Refund & Claims Management, Logistics Operations, CRM Management, MIS Reporting, Team Leadership.
*Soft Skills*
Leadership, Decision Making, Problem Solving, Negotiation Skills, Customer-Centric Approach, Conflict Resolution, and Excellent Communication Skills.
*Qualification*
*Education*
Bachelor's Degree (Any Discipline)
MBA / PGDM Preferred
*Experience*
Minimum 5 years of experience in E-commerce Operations, Customer Success, NDR Operations, Logistics Operations, or Courier Management.
*Preferred Industry Background*
Candidates from E-commerce, Logistics, Marketplace, Last-Mile Delivery, or Courier Industries.
*Key Performance Indicators (KPIs)*
RTO % Reduction
NDR Resolution Rate
Delivery Success Rate
Customer Satisfaction (CSAT)
Complaint Resolution TAT
Courier Claim Recovery %
Team Productivity
SLA Adherence
Click on Apply to know more.
