To create a brand pull and advocacy for Aditya Birla Capital and its businesses, through a key touch point; Aditya Birla Capital Customer Care (inbound Call Centre, emails and social media) by providing an experience and service that is benchmarked against the best-of-class. Not only within the financial services industry, but across categories and brands. Such that it results in enhanced NPS, which in turn results in conversion of prospects to sales, service to sales and revenues. The role additionally offers an opportunity to lead at both a strategic and operational level. Customer sensitivity, a service-first mindset, an understanding of a fast-evolving customer and competitive environment, optimising use of technology and a business sense, to run the CC effectively and efficiently, is essential to the role. Job Context & Major Challenges: 1. To design a world class customer experience 2. To be benchmarked not only across other Financial Services players, but best of class across categories 3. To deliver the experience and service standards, not only through the ABC CC, but also through the LOB hand-over calls 4. To be the best in class on service standards, consistently, month after month 5. To ensure that the experience and service standards result in customer advocacy, as measured by NPS 6. Standardizations in service delivery across all ABC lines of business Call Centre teams by identifying best practice within ABC and externally (Service levels, Handling time, First Time Right, Query, Request, Complaint TATs). 7. Improvement in service design across lines of business through launch of service innovations and features based on a. Cross business customer insights (Research, Customer journeys and Feedback) b. Development of communications for frontline and customers. c. Adopting of New Age Technology (BOTs, Speech Analytics, Google Assistance, Cloud Telephony, CRM and other Customer interfaces) 8. Directly manage the ABC level inbound teams. a. Monitoring of delivery standards through customer voice &amp; NPS b. Quality improvement through internal checks review of mystery customer observations to make them actionable. c. Driving conversion of prospects and Service to Sales across lines of business d. Creation of customer communication and training content, and enhancements in the CRM. 9. Central Social Media Response Management a. Response Time Management b. Resolution Time Management c. Escalation Handling on social platforms on Brand Handles &amp; Senior Management's 10. Create differential service experiences for priority customers 11. Managing diverse audiences, stakeholders and priorities, internally and externally Key Result Areas: 1. Standardization at Aditya Birla Capital and Lines Of Businesses call Centre service deliveries 2. Improvement &amp; Enhancement of Customer Experience. 3. Revenue generation, cost effectively &amp; efficiently a. Driving service to sales at ABC Call Centre b. Effective handholding &amp; Onboarding of prospect through ABC Call Centre c. Sales through leads generated via central marketing campaign. 4. Improvement in customer NPS at ABC Call Centre 5. Driving Cost Efficiency a. Running the Call Centre cost efficiently through fungibility of resources b. Implementation of New Age Technologies

Mumbai

Aditya Birla Capital - Customer Experience Role 

Aditya Birla Capital - Customer Experience Role  ,Job Description for Aditya Birla Capital - Customer Experience Role  in Aditya Birla Capital Limited in  Mumbai for (12-15) years of experience. Apply Now!

Job Description for Aditya Birla Capital - Customer Experience Role  in Aditya Birla Capital Limited in  Mumbai for (12-15) years of experience. Apply Now!