Key Responsibilities:

• Internal Coordination:
  Liaise with all internal departments (Finance, Sales, Service, SCM, etc.) to resolve customer-related issues in a timely and effective manner.
• Escalation Handling:
• Act as the first point of contact for escalations from any branch or department.
• Ensure that all escalations are addressed promptly, logged, tracked, and resolved efficiently.
• Escalate critical matters to the Managing Director and/or relevant leadership team as per the defined escalation matrix.
• Single Point of Contact (SPOC):
  Serve as the central SPOC for all branches for any customer service or operational escalation, ensuring uniform communication and resolution practices.
• Escalation Matrix Management:
• Maintain, update, and communicate the escalation matrix across the organization.
• Ensure compliance with the escalation process at all times.
• Customer Delight Initiatives:
• Drive initiatives to improve customer satisfaction and loyalty.
• Analyze feedback, identify patterns, and collaborate with teams to address root causes of dissatisfaction.
• Reporting & Insights:
• Generate regular reports on escalations, response time, resolution effectiveness, and customer feedback.
• Share actionable insights and recommendations with leadership.
• Stakeholder Engagement:
• Work closely with senior management to align on service standards, customer goals, and performance metrics.

Key Requirements:

• Bachelor’s degree (MBA preferred)
• 10+ years of experience in customer service, operations, or cross-functional coordination roles
• Proven track record in handling escalations and stakeholder management
• Excellent communication and interpersonal skills
• Ability to work under pressure and manage multiple priorities
• Proficient in MS Office and CRM/Customer Support tools