Role Summary

We are looking for a Customer Relationship Manager to own customer experience across our FASTag, GPS/Telematics and Fuel Card businesses. The role will be responsible for managing customer escalations, resolving complaints within defined SLAs, driving fraud management, reducing customer churn and continuously improving the customer experience. The role will work closely with Operations, Finance, Sales, Technology and partner teams to ensure timely resolution and customer satisfaction.

Key Responsibilities
- Customer Escalations & Resolution: Own customer complaints and escalations end-to-end, ensure timely resolution and act as the escalation point for critical customer issues.
- Customer Experience: Understand customer pain points, proactively address concerns and drive initiatives to improve customer satisfaction and delight.
- Cross-functional Collaboration: Work closely with Operations, Finance, Sales, Technology and external partners to resolve customer issues and ensure closure within agreed SLAs.
- Fraud Management: Identify,



investigate and coordinate resolution of suspected fraudulent transactions/activities across FASTag, GPS and Fuel Card products.
- Ticketing Management: Manage the customer ticketing platform, ensuring accurate categorization, prioritization, tracking and closure of tickets; monitor ageing and SLA adherence.
- Customer Retention: Identify recurring customer issues and customers at risk of churn; work with relevant teams to address concerns and improve retention.
- Root Cause & Process Improvement: Analyse recurring complaints, identify root causes and drive corrective/preventive actions to reduce repeat issues and improve service efficiency.
- Customer Insights & Reporting: Track and report key metrics including ticket volumes, resolution TAT, SLA adherence, CSAT, repeat complaints, escalations, fraud cases and churn.
- CRM Process Excellence: Build and improve SOPs, escalation mechanisms and workflows to bring greater eff

📌 Assistant Manager- Customer Relationship (Gurugram)
🏢 Delhivery
📍 Gurugram