Sr. Associate

2 weeks ago

New Delhi, India Aditya Birla Group Full time

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

Sales consultation & support

Video consultation Inbound and Outbound calls handling Communication of value proposition to drive conversion Identification of high potential lead and active follow-up with partners to drive conversion

Complaints handling

Resolve customer service problems from all sources. Adhering to the TaT set. Work closely with external and internal stakeholder and ensure all complaints are resolved withing TAT Monitor client complaints to identify patterns and institutionalize processes to lessen recurring issues

Fabricator Management

Maintaining a strong relationship with the fabricator community  Monitoring SLA, Ensure all leads/complaints are follow-up timely by Fabricators and status is updated in Zoho

Enable the Fabricator & the Sales team to generate Revenue and profitability to the most potential

Warranty & AMC management
 

Issuance of warranty and AMC Sale of AMC and other related products Address warranty claims Execution support for AMC, Warranty and other products

Call Center Management

Ensuring all SLAs are met and reporting is done Monitoring all the leads from the source point to the end conclusion and convert to Sales. 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 regulation Continual enhancement, upgrade of the call center

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