Customer Operations Specialist

Job Description:

Were seeking versatile experts who share our passion for innovation and excellence. Bring your outstanding perspective, collaborative spirit, and challenge our thinking as we continue to lead the way in the lubricants' market & build businesses beyond lubricants. This is your chance to learn, grow, and thrive in a dynamic and inclusive organization.

We are currently looking for Customer Operations Specialist India based at Mumbai with details mentioned below.

Let me tell you about the role!

• The role is responsible for driving operational excellence and customer satisfaction for all of Castrol India Limited through call center management
• A Major focus of this role is to demonstrate the capabilities of call center to manage complaint, query management, through CRM in addition solve business problems and deliver business critical results.
• The role defines and executes Call center strategy to align with business goals and deliver measurable value. Close collaboration with the sales, marketing, operation teams is essential to ensure call center meets sales objectives and enhances customer engagement. The position also provides back-end support and data-driven insights to help the sales team make informed decisions. Strong problem solving and analytical skills are required to ensure call center is scalable, robust, and well-integrated with other systems.
• Excellent communication and cross-functional coordination are key, especially when working with sales, supply chain, and finance teams. By enabling digital transformation, this position supports the sales team in achieving business growth and delivering superior customer service. Ultimately, the role serves as a bridge between cell center, sales and marketing ensuring seamless operations and a customer-centric approach.

What you will deliver

• Call center operations
• End-to-end call center operations management including inbound/outbound calls, complaints, and escalations
• SLA, TAT, FCR, and abandonment control through continuous monitoring
• Complaint lifecycle management including RCA and prevention
• Call center dashboards, reporting, and Power BI analytics
• CRM governance, data accuracy, integrations, and testing
• Audit compliance, WOW documentation, DPDP adherence
• Vendor operational and commercial coordination
• Support digital initiatives such as Voice Bot, AR Samvaad, Industrial Order 2 Cash

What will make you successful

Education

University degree essential

A post graduate degree would be value added

Experience

8-14 years of experience across sales, marketing and operations

Experience of working in a matrix & geographically dispersed organization and proven leadership capability to drive effective integration of cross functional activities

Deep understanding of the business processes, customers' expectations and current & future company strategy

Strong leaning agility to learn digital ways of working

Excellent communication and customer service skills.

Ability to manage multiple priorities and meet tight deadlines.

Proficiency in coordinating with cross-functional teams.

Analytical attitude with a focus on process optimization

You will work with

The incumbent will need to work with a range of stakeholders to deliver outcomes. Some of the critical stakeholders are called out below:

Internal: Sales, Marketing, Supply Chain, Finance, Legal, IT

External: call center, CRM vendors and Audit partners