CS Incentre Associate - Kolathur, Bangalore

Key Responsibilities
1. Escalation Management & CCF Handling
 - Own the end-to-end lifecycle of customer and internal escalations, ensuring timely resolution with minimal impact on customer experience.
 - Lead cross-functional escalation handling by coordinating closely with hubs, last-mile, control tower, and relevant support teams. 
 - Ensure timely closure of CCFs, with high standards of accuracy in tagging, root cause identification, and quality of remarks.
 - Close damage-related cases within defined SLAs
. • Manage and track Document Missing” cases through resolution, focusing on reducing repeat occurrences.

2. Shipment Lifecycle Intervention & Exception Monitoring (B2B & B2C)
 - Track forward shipment dispatch performance across B2B and B2C networks. • Monitor return shipment ageing and proactively engage with operations to reduce delays and clear backlogs.
 - Identify and resolve orphan shipments (unassigned, misrouted, or delayed) through early system intervention and field coordination. 
 - Monitor AVTD (Available to Dispatch) shipments delayed beyond 24 hours, identify bottlenecks, and trigger appropriate operational or CS escalations.
 - Actively intervene at critical shipment lifecycle stages to prevent customer-impacting failures.

3. Appointment & Slotted Delivery Fulfillment
 - Oversee execution of appointment-based and slotted deliveries, ensuring alignment between shipper requirements, customer availability, and delivery partner readiness. 
 - Ensure 100% pre-dispatch validation of documents for appointment-based shipments to prevent downstream delivery failures. 
 - Handle exceptions such as reschedules, missed slots, delivery refusals, or documentation gaps by coordinating with CS, KAMs, and last-mile teams.

4. Process & Compliance Ownership
 - Validate and audit all KAM-facing communication and escalation-related documentation for accuracy, completeness, and professional tone. 
 - Ensure Purchase Orders (POs) are accurately updated for all Q-Com shipments. 
 - Resolve short and partial shipment cases in coordination with Operations and Security teams.
 - Ensure adherence to defined SOPs while identifying gaps in existing processes and highlighting compliance risks.

5. Operational Excellence & Continuous Improvement
 - Identify recurring failure patterns across dispatch, delivery, documentation, and customer experience through regular data deep dives.
 - Lead or support root cause analysis for chronic issues impacting service levels and customer satisfaction. 
 - Contribute to the development and enhancement of dashboards, tracking tools, and performance management frameworks for escalation and exception handling