Responsible for managing end-to-end Customer Service function including all Frontend and Backend customer service activities of Ahmedabad Distribution License area.

Qualification & Required Experience:

PG in Sales/Marketing with 20 + Years of experience in Customer Service Function. Candidate from Utility business preferable, however experience in Telecom, Banking Business may also be considered.

Key Responsibilities:

- Develop sustainable short term & long term functional strategies for Customer Service function by factoring emerging trends, developments in the Industry & adopting benchmarked practices in alignment with overall organizational goals for achieving continuous improvement in Performance parameters of:

- Customer service centers

- Contact Centre (Digital & Voice Interactions)

- Key Accounts

- Customer Service Backend activities including metering-billing-collection

- Consumer Grievance Redressal Forum

- Develop and execute Midterm Plan and Annual Operating Plan with KPIs, Initiatives and SMART Targets in alignment with Unit Level Strategies and Plans for all activities related to Customer Service Function.

- Developing Team Capabilities - Review Individual performance of employees working in Customer Service Department, identify strengths & improvement areas to enhance performance & consistently explore ways to develop talent/capabilities for current & future requirements.

- Plan resource requirements & align teams to deliver results through optimum utilization of resources.

- Review functional performance & guide teams to achieve excellence in delivering services to customers by consistently adhering to the set standards of operations.

- Ensure proper & timely redressal of customer complaints / grievances & provide necessary inputs to operation teams to help strengthen systems & processes at every customer touch point.

- Review Risks having potential impact of operations on wider community, stake holders & establish process, systems, control measures to mitigate the same.

- Lead the process of change management by involving relevant stakeholders.

- Develop, review & continuously update Disaster Management Plan & effectively manage crisi situations in times of emergency.

- Develop productive & sustainable relationships with key stakeholder i.e Key developers, local authorities & institutions, Govt bodies etc.

- Review performance of contractors / vendors & work closely with procurement teams to enhance the same.

- Encourage innovative ideas, suggestions of team members, appreciate contributions of teams.

- Develop & nurture attitude of customer delight among team members & create an environment of trust & collaboration.

- Identify High Potential employees & groom them with a view to develop leadership pipeline across levels .

Key Competencies:

- Good administrator, Ability to manage multiple functions; setting- monitoring- achieving performance through judicious use of resources & demonstrates business acumen and cost sensitivity.

- Stakeholder Management.

- Analytical and process-oriented mindset with good problem-solving capabilities.

- Decision Making; Demonstrates confidence in taking decisions & can take tough decisions.

- Technologically savvy and abreast with the relevant customer service offerings.

- Excellent interpersonal and communication skills.

- Empathy for customers and a passion for revenue and growth.

- In depth knowledge of relevant regulations.

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Posted by

Sonam Arora