Eco-Friendly Document Solutions Provider
10.00 - 15.00 INR (Lacs)/Yearly
Key Responsibilities:
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Internal Coordination:
Liaise with all internal departments (Finance, Sales, Service, SCM, etc.) to resolve customer-related issues in a timely and effective manner. -
Escalation Handling:
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Act as the first point of contact for escalations from any branch or department.
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Ensure that all escalations are addressed promptly, logged, tracked, and resolved efficiently.
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Escalate critical matters to the Managing Director and/or relevant leadership team as per the defined escalation matrix.
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Single Point of Contact (SPOC):
Serve as the central SPOC for all branches for any customer service or operational escalation, ensuring uniform communication and resolution practices. -
Escalation Matrix Management:
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Maintain, update, and communicate the escalation matrix across the organization.
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Ensure compliance with the escalation process at all times.
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Customer Delight Initiatives:
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Drive initiatives to improve customer satisfaction and loyalty.
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Analyze feedback, identify patterns, and collaborate with teams to address root causes of dissatisfaction.
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Reporting & Insights:
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Generate regular reports on escalations, response time, resolution effectiveness, and customer feedback.
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Share actionable insights and recommendations with leadership.
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Stakeholder Engagement:
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Work closely with senior management to align on service standards, customer goals, and performance metrics.
Key Requirements:
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Bachelor’s degree (MBA preferred)
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10+ years of experience in customer service, operations, or cross-functional coordination roles
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Proven track record in handling escalations and stakeholder management
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Excellent communication and interpersonal skills
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Ability to work under pressure and manage multiple priorities
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Proficient in MS Office and CRM/Customer Support tools
