Headline

Senior Officer at TVS Auto Assist (India) Ltd

About

Company Description TVS Auto Assist (India) Ltd is a leading pan-India Roadside Assistance (RSA) service provider, operating 24/7 to support customers during vehicle breakdowns and emergencies. The company is a joint venture between TVS Automobile Solutions Ltd and The Automobile Association, a UK-based market leader in RSA. TVS Auto Assist focuses on delivering prompt, reliable, and customer-centric assistance “anywhere, anytime” across the country. The organization emphasizes operational excellence, safety, and service quality to ensure peace of mind for motorists. Team members work in a fast-paced environment where timely response and coordination are critical. Role Description This is a full-time, on-site Senior Officer role based in Bengaluru. The Senior Officer will oversee day-to-day roadside assistance operations, including monitoring service requests, coordinating with field teams and vendor partners, and ensuring timely resolution of customer breakdown cases. The role involves tracking service performance, maintaining accurate records, preparing regular operational reports, and supporting adherence to service-level standards. The Senior Officer will handle escalations, communicate with customers and internal stakeholders, and contribute to process improvements that enhance efficiency and customer experience. The position may also involve training and mentoring team members, supporting shift operations, and collaborating with cross-functional teams to meet organizational goals. Qualifications Strong operational management skills, including coordination, planning, and monitoring of service delivery in a fast-paced environment. Excellent customer service and communication skills, with the ability to handle escalations professionally and maintain a customer-first approach. Proficiency in using computer systems, CRM or ticketing tools, and basic MS Office (Excel, Word, PowerPoint) for reporting and documentation. Ability to analyze data, track key performance indicators, and recommend process improvements for better efficiency and service quality. Experience in roadside assistance, automotive services, logistics, contact center operations, or a related service industry is an advantage. Strong problem-solving abilities, attention to detail, and the capacity to make quick, informed decisions in emergency situations. Ability to work in shifts, including weekends and holidays, as required by a 24/7 operations environment. Bachelor’s degree in any discipline; a degree or certification related to operations, automotive, or business management is beneficial

Location

Greater Bengaluru Area

Work experience

Senior Officer at TVS Auto Assist (India) Ltd, Dec 2021 - Mar 2026 · 4 yrs 4 mos, Banglore

Senior Officer at TVS Auto Assist (India) Ltd, Dec 2021 - Mar 2026 · 4 yrs 4 mos, Bengaluru, Karnataka, India

Senior Team Lead at TV’s Auto assist, Dec 2021 - Mar 2026 · 4 yrs 4 mos, Streamlined office operations by implementing efficient management systems and processes. Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees. Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction. Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to the executive office. Implemented effective escalation procedures to promptly address urgent or complex customer concerns.

Customer Service Team Lead at Teleperformance, Apr 2019 - Jun 2025 · 6 yrs 3 mos, Chennai, Tamil Nadu, India

Team Lead at Teleperformance, Apr 2017 - Jul 2020 · 3 yrs 4 mos, Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges. Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction. Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team's experiences.

Event Manager at SAS EVENTS, Jan 2017 - May 2020 · 3 yrs 5 mos, Chennai, Tamil Nadu, India

Education

Master's Degree, Customer Service Management, Frank Finn

High School Diploma, Jacob Matriculation School - India