Associate Manager - Customer Support

About Business:

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Solar: Adani Solar is India's 1st and largest vertically integrated solar PV manufacturer with 4 GW cells & modules and 2 GW of ingots & wafers manufacturing capacities

Job Purpose: The job purpose of a Cluster Manager - CS is to manage and enhance customer service quality by overseeing customer complaint handling, satisfaction surveys, and compliance with CAPA. The role also involves developing team members, utilizing digital tools for customer feedback, and ensuring accurate documentation and reporting.

Responsibilities

Quality Control Documentation & Procedures:

• Develop and maintain quality control documentation and procedures related to customer service.

Internal Audits:

• Conduct internal audits to ensure compliance with customer service standards and identify areas for improvement.

CAPA Compliance & Monitoring:

• Oversee the implementation and monitoring of Corrective and Preventive Actions (CAPA) to address customer complaints effectively.

Capturing Customer Voices:

• Use customer satisfaction surveys to capture and analyze customer feedback and identify areas for improvement.

Training and Development:

• Train and develop team members on customer service protocols, complaint handling, and best practices.

Use of Digital Platforms and Tools:

• Implement and manage digital platforms and tools for capturing and tracking customer feedback and service performance.

Documentation and Reporting:

• Maintain accurate records and prepare detailed reports on customer service activities, including CAPA status, customer feedback, and team performance.

Key Stakeholders - Internal:

• Customer Service Team
• Quality Assurance Team
• Production Teams
• Sales Managers

Key Stakeholders - External:

• Customers
• Service Providers
• Regulatory Bodies
• External Consultants

Qualifications

Educational Qualification:

• B.Tech in Engineering.
• Desired: BE/B.Tech.

Work Experience (Range of years):

• Min 12-18 years in customer service management with quality experience. Proven skills in managing customer service operations, addressing quality-related issues, and improving service processes.

Certification: