Key Accountabilities & Support Actions

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.
Customer Onboarding, Digital Adoption & Compliance
Own end-to-end customer onboarding, KYC verification and customer activation.
Ensure acceptance of Terms & Conditions before customer activation.
Drive adoption of Buyer Portal, VAN and Self-Service 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.
Order Governance & Customer Issue Resolution
Manage maker-checker governance 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, Finance and Supply Chain teams for timely issue resolution.
Improve order Accuracy ( First Time Right)
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 governance, process standardization and audit compliance.
Lead continuous improvement initiatives to enhance customer experience and operational efficiency.
Buyer Lifecycle & Retention Management
Maintain accurate buyer master data across all business systems

📌 Lead CX (India)
🏢 Birla Pivot
📍 India