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 m

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