Job Title : Service Centre / Customer Care Manager

Roles & Responsibilities:

  1. Monitor & assign day-to-day operations in the customer service department.
  2. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  3. Create effective customer service procedures, policies, and standard
  4. Maintain accurate records and documents of all customer service activities and discussions.
  5. Analyse service statistics and prepare detailed reports
  6. Coordinate with vendors for any changes in CRM as per requirement.
  7. Verify closed complaints and approve in CRM for generating bills.
  8. Maintain a database of customer feedback after sales and services.
  9. Service Centre Management –
  • Follow up with service centres for timely closure of complaints.
  • Generate service centres monthly bills through CRM.
  • Regular visits to Service Centres, Factory & Distributors office. Will involve travelling for 8-10 Days in a month
  • Verify out warranty spare parts usage and inform the respective team to raise the bill against the service centre.
  • Service team, customer audit and field visit.
  • Hire & Train new service centres.

Key Skills:

  • 5 years of proven experience required in the field of customer service.
  • Experience : In Home Appliances Industry only
  • Strong communication skills both in verbal & written.
  • good in computers (excel, word & powerpoint)
  • Team handling , interpersonal & leadership skills
  • Data Analysis
  • Technical knowledge will be an added advantage

Other Requirements

Location : Mumbai (Western Line).
Education : BE/B.Tech/Diploma in Mechanical Engineering
Salary: 5LPA

Male candidate only

Note: Service Centres & Distributors Offices are located PAN India so the candidate should be open to travel