Agm

5 months ago

Delhi, India Orient Electric Full time

he CK Birla Group is a diversified US$2.4 billion conglomerate that has a history of enduring relationships with renowned global companies. With over 25,000 employees, 41 manufacturing facilities and numerous patents and awards, the Group's businesses are present across five continents. The Group operates in three industry clusters: Technology and Automotive, Home and Building Solutions, and Healthcare and Education. The group companies are strengthened by common ownership and shared guiding principles that include a focus on long-term value, trust-based relationships, and philanthropy.

**Orient Electric** is one of the leading consumer electrical brands in India with a diverse portfolio of fans, lighting, home appliances and switch gears. The erstwhile Calcutta Electrical Manufacturing Company became a part of the CK Birla Group in 1954 and was subsequently rechristened Orient Electric. The company takes pride in its R&D capabilities, the spirit of continuous innovation and its commitment to manufacturing cutting-edge lifestyle electrical products that meet the needs and expectations of modern consumers.

Orient Electric today is the largest manufacturer and exporter of fans from India, with a dominant presence in more than 35 international markets and annual revenue of INR 2,400+ Crores. It has the largest range of fans to suit varied aesthetic preferences and usage environments. Further, it has also paved the way for pioneering developments in home appliances, lighting, and switchgear. It is today the 3rd largest manufacturer of LED lamps in India and has been the first Indian lighting brand to have been awarded a BEE star rating for lamps. In the Home Appliances category, Orient Electric offers a wide range of products including water heaters, air coolers and small kitchen appliances. In the Switchgears category, it offers MCBs enabled with the revolutionary SDB (Snap Disc Bimetal) technology which provides a threefold advantage - precise tripping, better repeatability, and longer life, a range of modular switches and wiring accessories. Orient Electric represents De’Longhi in India for sales & service under an exclusive strategic partnership for its brands De’Longhi, Kenwood & Braun.

Job description:
**Team Leadership**:

- Lead, mentor, and motivate a team of customer service representatives.
- Develop and maintain a high-performance culture within the team.
- Conduct regular training sessions to enhance product knowledge and customer service skills.

**Customer Issue Resolution**:

- Oversee the resolution of customer inquiries, complaints, and issues promptly and effectively.
- Monitor customer interactions to ensure quality and consistency.
- Implement strategies to improve customer satisfaction and loyalty.

**Operational Management**:

- Ensure the call center operates efficiently and meets performance targets.
- Develop and monitor key performance indicators (KPIs) to measure team and individual performance.
- Optimize workflows and processes to enhance productivity and reduce response times.

**Quality Assurance**:

- Implement quality assurance programs to maintain high service standards.
- Conduct regular quality audits and provide feedback to agents.
- Identify areas for improvement and initiate corrective actions.
- ** Reporting and Analysis**:

- Generate regular reports on call center performance, customer feedback, and issue trends.
- Analyze data to identify areas for improvement and make data-driven decisions.

**Customer Feedback**:

- Collect and analyze customer feedback to drive service improvements.
- Develop and implement strategies to enhance the overall customer experience.

**Vendor and Resource Management**:

- Manage relationships with third-party service providers and vendors.
- Allocate and manage resources efficiently to meet service demands.

**Compliance and Process Improvement**:

- Ensure compliance with company policies, industry regulations, and best practices.
- Continuously assess and improve call center processes for maximum efficiency and effectiveness.

**VOC process & Social Media Interactions**:

- VOC management - Ensuring all the Reminders / Escalations / Dealer feedback captured and closure with positive response.
- Social Media Connect so that customer testimonials can be initiated and response to all the social media queries.

Behavioural Competency
- Collaboration
- Developing & Motivating
- Drive for results & Accountability
- Analysis & Decision Making
- Operational Efficiency
- Driving Change
- Entrepreneurial Drive

**Why should you join Orient?**

At Orient, we believe in capitalizing on the strengths and abilities of employees, helping them to become stronger and grow within the company. You will be part of a vibrant work culture that values, cares and help people reach their potential, having inspirational leaders being team oriented, inclusive, and diverse; and fostering a unique culture that balances innovation, knowledge sharing and risk

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