Key Accountabilities & Support Actions
1. Customer Operations & Contact Centre Management
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Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
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Ensure SLA adherence for enquiries, RFQs and customer requests.
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Drive first contact resolution and timely escalation management.
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Monitor service quality, productivity and customer satisfaction.
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Standardize customer interactions through SOPs and quality audits.
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Publish operational performance dashboards and service metrics.
2. Customer Onboarding, Digital Adoption & Compliance
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Own end-to-end customer onboarding, KYC verification and customer activation.
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Ensure acceptance of Terms & Conditions before customer activation.
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Drive adoption of Buyer Portal, VAN and Self-Service platforms.
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Educate buyers on digital processes, platform capabilities and SOPs.
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Manage statutory document collection, validation and renewals (KYC, TDS, etc.).
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Improve onboarding turnaround time and digital adoption metrics.
3. Order Governance & Customer Issue Resolution
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Manage maker-checker governance for order processing and approvals & PODs
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Ensure order validation, commercial checks and policy compliance.
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Own buyer disputes, returns, refunds and escalations.
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Drive closure of small receivables through proactive buyer engagement.
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Coordinate with Sales, Category, Credit, Finance and Supply Chain teams for timely issue resolution.
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Improve order Accuracy ( First Time Right)
4. Customer Experience Excellence & Process Improvement
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Capture and analyse Voice of Customer (VOC) feedback.
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Identify customer pain points and implement process improvements.
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Monitor CX KPIs including CSAT, NPS, SLA and Resolution TAT.
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Partner with Product and Technology teams to digitize customer journeys.
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Drive SOP governance, process standardization and audit compliance.
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Lead continuous improvement initiatives to enhance customer experience and operational efficiency.
5. Buyer Lifecycle & Retention Management
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Maintain accurate buyer master data across all business systems.
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Monitor buyer engagement and repeat purchase behaviour.
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Partner with Sales teams to improve buyer retention and loyalty.
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Drive proactive buyer communication and engagement initiatives.
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Analyse customer behaviour and recommend retention strategies.
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Support revenue growth through superior customer experience and service excellence.
6. Team Leadership & Stakeholder Management
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Lead, coach and develop a team of on-rolls and off-rolls associates.
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Set goals and monitor productivity, quality, SLA and operational KPIs.
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Conduct performance reviews, training and capability-building initiatives.
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Manage workforce planning, roster management and vendor performance.
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Collaborate with Sales, Category, Credit, Finance, Supply Chain and Product teams to deliver seamless customer experience.Foster a customer-first, high-performance culture focused on accountability, ownership and continuous improvement.
