Lead - Customer Service

Aditya Birla Group

India

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Job Description

Role Purpose

Drive customer service excellence by leading operations, managing escalations, and improving customer experience across all touchpoints in the NBFC business.

Key Responsibilities

Lead end-to-end customer service function across channels
Own customer experience metrics and ensure consistent SLA adherence.
Manage a team of executives; drive productivity, quality, and engagement.
Handle complex/high-value customer escalations and ensure closure.
Analyze customer feedback, complaints, and service data to identify improvement areas.
Work closely with cross-functional teams (Sales, Credit, Collections, Ops, Tech) to resolve issues and streamline processes.
Drive process improvements and automation initiatives to enhance service efficiency.
Ensure compliance with RBI guidelines and internal policies.

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About Company

Aditya Birla GroupJob Source: www.linkedin.com

Job ID: 149072301

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Last Updated: 11-06-2026 01:46:37 PM

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