- Internal Coordination:
Liaise with all internal departments (Finance, Sales, Service, SCM, etc.) to resolve customer-related issues in a timely and effective manner.
- Escalation Handling:
- - Act as the first point of contact for escalations from any branch or department.
- Ensure that all escalations are addressed promptly, logged, tracked, and resolved efficiently.
- Escalate critical matters to the Managing Director and/or relevant leadership team as per the defined escalation matrix.
- Single Point of Contact (SPOC):
Serve as the central SPOC for all branches for any customer service or operational escalation, ensuring uniform communication and resolution practices.
- Escalation Matrix Management:
- - Maintain, update, and communicate the escalation matrix across the organization.
- Ensure compliance with the escalation process at all times.
- Customer Delight Initiatives:
- - Drive initiatives to improve customer satisfaction and loyalty.
- Analyze feedback, identify patterns, and collaborate with teams to address root causes of dissatisfaction.
- Reporting & Insights:
- - Generate regular reports on escalations, response time, resolution effectiveness, and customer feedback.
- Share actionable insights and recommendations with leadership.
- Stakeholder Engagement:
- - Work closely with senior management to align on service standards, customer goals, and performance metrics.
Requirements
Key Requirements:
- Bachelor’s degree (MBA preferred)
- 10+ years of experience in customer service, operations, or cross-functional coordination roles
- Proven track record in handling escalations and stakeholder management
- Excellent communication and interpersonal skills
- Ability to work under pressure and manage multiple priorities
- Proficient in MS Office and CRM/Customer Support tools