Deputy Officer

3 weeks ago


Maharashtra, India Aditya Birla Group Full time

**Updated**:February 16, 2023

**Location**:Maharashtra, India

**Organization**:Metals

**1) Job Purpose**

Defines & Manages Service, including SLAs, all Customer service interactions including complaints/ service requests, managed internally as well as by external partners (fabricators and all relevant vendors). Provides the highest level of customer service to deliver outstanding Customer support, loyalty and Customer relationships, with direct impact on revenue and profitability numbers.

**2) Key Result Areas/Accountabilities**:
**Key Result Areas/Accountabilities**

**Supporting Actions**

Warranty & AMC management
- Conceptualisation & implementation of Warranty & AMC services as per company standards
- Develop team/ work with sales & technical team and external partners to execute and implement the offering/ services
- Set-up required internal and external infrastructure, resources and process
- Benchmark and upgrade as per the the industry standards and global-best practices, including product details and company services offered
- Continual research to check on-ground feedback of existing performance compared to Industry standards

Complaints management and resolution
- Resolve customer service problems from all sources.
- Set up process, infrastructure, for handling Customer requests
- Recruitment, on-boarding, training & monitoring partners for seamless Service execution
- Create and monitor High Matrix Levels for Service and adhering to the TaT set.
- Continually improve current service matrix to increase productivity and customer service.
- Monitor client complaints to identify patterns and institutionalize processes to lessen recurring issues
- Complaints of Eternia Staff if any to be noted and resolved at the earliest with future introspection

Call Center Management
- Recruitment, training, and overlooking the day to day activities of the call center
- Monitoring all the leads from the source point to the end conclusion and convert to Sales.
- Managing workforce utilization and quality audit on a day-to-day basis
- Take care of all escalations and other relevant service issues of the customers.
- Creating a follow up and follow through culture with the customers with regular updates
- Ensuring seamless coordination between all external partners
- Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
- Continual enhancement, upgrade of the call center

Fabricator Management
- Enable the Fabricator & the Sales team to generate Revenue and profitability to the most potential
- Ensure Fabricator Sale Management through proper lead generation and seeing through the last mile.
- Maintaining a strong relationship with the fabricator community
- Monitoring the adherence to SLAs using various tools and personal relationships
- Training and updating the Fabricators with regards Service Levels and adherence of the company on regular basis

Mindsets expected

Customer/ Partner first orientation, Entrepreneurial, Service mindset, pursuit of Excellence, Ownership, Ability to zoom out and in rapidly, Learning & Development, Interpersonal skills

**Qualifications**:
Any Graduate

**Minimum Experience Level**:
3-5 Years

**Report to**:
Senior Manager


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