Key Accountabilities Support Actions

1. Customer Operations Contact Centre Management

- Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
- Ensure SLA adherence for enquiries, RFQs and customer requests.
- Drive first contact resolution and timely escalation management.
- Monitor service quality, productivity and customer satisfaction.
- Standardize customer interactions through SOPs and quality audits.
- Publish operational performance dashboards and service metrics.

2. Customer Onboarding, Digital Adoption Compliance

- Own endtoend customer onboarding, KYC verification and customer activation.
- Ensure acceptance of Terms Conditions before customer activation.
- Drive adoption of Buyer Portal, VAN and SelfService platforms.
- Educate buyers on digital processes, platform capabilities and SOPs.
- Manage statutory document collection, validation and renewals (KYC, TDS, etc. ).
- Improve onboarding turnaround time and digital adoption metrics.

3. Order Goverce Customer Issue Resolution

- Manage makerchecker goverce for order processing and approvals PODs
- Ensure order validation, commercial checks and policy compliance.
- Own buyer disputes, returns, refunds and escalations.
- Drive closure of small receivables through proactive buyer engagement.
- Coordinate with Sales, Category, Credit, Fice and Supply Chain teams for timely issue resolution.
- Improve order Accuracy ( First Time Right)

4. Customer Experience Excellence Process Improvement

- Capture and analyse Voice of Customer (VOC) feedback.
- Identify customer pain points and implement process improvements.




- Monitor CX KPIs including CSAT, NPS, SLA and Resolution TAT.
- Partner with Product and Technology teams to digitize customer journeys.
- Drive SOP goverce, process standardization and audit compliance.
- Lead continuous improvement initiatives to enhance customer experience and operational efficiency.

5. Buyer Lifecycle Retention Management

- Maintain accurate buyer master data across all business systems.
- Monitor buyer engagement and repeat purchase behaviour.
- Partner with Sales teams to improve buyer retention and loyalty.
- Drive proactive buyer communication and engagement initiatives.
- Analyse customer behaviour and recommend retention strategies.
- Support revenue growth through superior customer experience and service excellence.

6. Team Leadership Stakeholder Management

- Lead, coach and develop a team of onrolls and offrolls associates.
- Set goals and monitor productivity, quality, SLA and operational KPIs.
- Conduct performance reviews, training and capabilitybuilding initiatives.
- Manage workforce planning, roster management and vendor performance.
- Collaborate with Sales, Category, Credit, Fice, Supply Chain and Product teams to deliver seamless customer experience. Foster a customerfirst, highperformance culture focused on accountability, ownership and continuous improvement.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead CX (Bengaluru)
🏢 Aditya Birla Insulators
📍 Bengaluru