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Aditya Birla Insulators
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Customer Service Manager

Customer Service Manager

Aditya Birla Insulators

7 - 12 years

6 - 10 Lacs

Thane

Posted:2 days ago| Platform:

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Skills Required

Automation Performance management Process improvement Social media Legal Customer service IT operations Continuous improvement CSAT Analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Result Areas

Supporting Actions

Email Desk Management & Complaints Desk

Ensure timely, accurate, and empathetic responses to all customer email queries.
Implement automation and template libraries for faster resolution.
Regularly audit email quality and coach the team on tone, accuracy, and compliance.
Lead a team dedicated to handling escalations and grievances across all channels.
Maintain complaint logs and ensure all complaints are closed within TAT.
Identify systemic issues and drive service recovery initiatives.

Social Media (ORM Online Reputation Management)

Monitor, moderate, and respond to customer interactions on platforms like Twitter, Facebook, LinkedIn, Instagram, and review sites.
Escalate critical or viral issues to senior leadership with suggested responses.
Coordinate with PR and legal teams on sensitive matters.

VOC / CSAT Program Management

Design and manage end-to-end VOC programs using surveys, interviews, and analytics.
Drive continuous improvement based on CSAT/NPS and customer verbatim feedback.

Develop and present actionable insights in monthly VOC dashboards

Branch Servicing Oversight

Provide training and guidance to branch teams for consistent CX.
Work closely with regional managers to implement process improvements.
Conduct regular audits of service delivery at branches and customer touchpoints.

Additional Responsibilities

Team Leadership & Performance Management
Cross-functional Collaboration
Reporting & Insights
Process Improvement & Automation
Risk & Compliance

Hire, mentor, and develop the customer service team.
Set KPIs, review performance, and drive a culture of a.ccountability and recognition.
Facilitate training on new tools, service standards, and customer empathy.
Liaise with Product, IT, Operations, Marketing, and Legal to resolve customer-impacting issues.
Represent the customer s voice in internal meetings and product roadmap discussions.
Drive alignment across departments on service standards and expectations.
Generate regular dashboards and reports for leadership on SLA adherence, trends, complaints, CSAT/NPS, and ORM performance.
Provide data-backed recommendations to reduce churn and increase customer lifetime value.
Identify bottlenecks in service processes and implement improvements using digital / automation techniques.
Work with tech teams to deploy self-service solutions.
Ensure all customer service practices comply with regulatory requirements and company policies.
Keep records and audit trails for all customer interactions and escalations.

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