Customer Interaction & Support
Handle escalated queries and complaints (beyond frontline support).
Provide personalized solutions to high-value customers.
Ensure timely resolution and follow-ups.
Customer Journey & Experience
Map and analyze customer journeys across touchpoints.
Identify pain points and suggest process improvements.
Monitor customer satisfaction (NPS, CSAT, CES scores).
Data & Feedback Management
Collect, analyze, and report customer feedback.
Work with product, sales, and operations teams to fix recurring issues.
Track customer trends and service KPIs.
Process & Quality Improvement
Implement customer service best practices.
Develop training material for support teams.
Ensure compliance with company policies and service standards.
Relationship Management
Build long-term trust with customers.
Manage VIP/priority customer accounts.
Act as a bridge between the customer and the company.
Excellent communication & empathy.
Problem-solving & conflict resolution.
Knowledge of CRM tools (Salesforce, Zendesk, HubSpot, etc.).
Analytical thinking (for feedback & journey mapping).
Multitasking and time management.
Customer-first mindset with patience and adaptability.
Competitive fixed monthly salary.
Performance-based incentives (linked to CSAT, NPS, or customer retention).
Shift allowance (if working in night shifts/BPO environment).
Overtime pay or bonus in some industries.
Health insurance for employee (sometimes extended to dependents).
Group life insurance and accidental cover.
Provident Fund (PF) and gratuity.
Pathway to Team Leader → Customer Experience Manager → CX Head / VP Customer Success.
Exposure to cross-functional roles (Sales, Product, Marketing, Operations).
Training in customer service tools, analytics, and CRM software.
Free or subsidized meals, cab/transport facilities (in IT/BPO sector).
Laptop, internet allowance for hybrid/remote roles.
Incentive trips, recognition awards for top performers.
Hands-on experience with customer journey mapping & analytics.
Opportunity to work directly with senior management to improve service quality.
Upskilling in communication, data analysis, and CRM tools.
Paid annual, sick, and casual leaves.
Maternity/paternity leave.
Flexible working hours or work-from-home (in modern companies).
🏢 Origins and Evolution The group's roots trace back to 1857 in Pilani, Rajasthan, when Seth Shiv Narayan Birla established a cotton trading business. This venture laid the foundation for what would become the Aditya Birla Group . In 1969, Aditya V... Read More