Job Title : Service Centre / Customer Care Manager
Roles & Responsibilities:
- Monitor & assign day-to-day operations in the customer service department.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Create effective customer service procedures, policies, and standard
- Maintain accurate records and documents of all customer service activities and discussions.
- Analyse service statistics and prepare detailed reports
- Coordinate with vendors for any changes in CRM as per requirement.
- Verify closed complaints and approve in CRM for generating bills.
- Maintain a database of customer feedback after sales and services.
- 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