Aditya Birla Group
Lead- Customer Experience
- Location India, Karnataka, Bangalore
- Experience 9-10 yrs
- Job type Full-time
- Posted 9 Oct 2026
You will be taken to Aditya Birla Group’s own careers page to apply. Job ID ABG109723.
Job description
Key Accountabilities & Support Actions 1. Customer Operations & Contact Centre Management
- Lead inbound customer support across Calls, Email, WhatsApp and Digital Channels.
- Ensure SLA adherence for enquiries, RFQs and customer requests.
- Drive first contact resolution and timely escalation management.
- Monitor service quality, productivity and customer satisfaction.
- Standardize customer interactions through SOPs and quality audits.
- Publish operational performance dashboards and service metrics.
2. Customer Onboarding, Digital Adoption & Compliance
- Own end-to-end customer onboarding, KYC verification and customer activation.
- Ensure acceptance of Terms & Conditions before customer activation.
- Drive adoption of Buyer Portal, VAN and Self-Service platforms.
- Educate buyers on digital processes, platform capabilities and SOPs.
- Manage statutory document collection, validation and renewals (KYC, TDS, etc.).
- Improve onboarding turnaround time and digital adoption metrics.
3. Order Governance & Customer Issue Resolution
- Manage maker-checker governance for order processing and approvals & PODs
- Ensure order validation, commercial checks and policy compliance.
- Own buyer disputes, returns, refunds and escalations.
- Drive closure of small receivables through proactive buyer engagement.
- Coordinate with Sales, Category, Credit, Finance and Supply Chain teams for timely issue resolution.