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
• Mai

📌 Lead- Customer Experience (India)
🏢 Birla Pivot
📍 India