Branch Service In-Charge

As a Customer Service Operations Manager for the Mumbai region at the company, your role involves overseeing various aspects of customer service operations to ensure customer satisfaction and service quality. You will be responsible for managing complaint resolution, product installation support, ASP coordination, and spare planning. By providing field feedback for product improvements and conducting training, you will contribute to driving overall service quality and customer satisfaction. Key Responsibilities: - Oversee all Customer Service (CS) procedures at the Mumbai Branch to ensure seamless coordination. - Possess strong knowledge of V-Guard products and manage end-to-end service operations effectively. - Monitor customer complaints and product installations, specifically Digital UPS, Battery, Solar Power Systems, and Stabilizer handled through Authorized Service Providers (ASPs) for timely closure within defined SLAs. - Plan and forecast spare parts requirements for ASPs to ensure uninterrupted service support. - Provide training to ASP staff and ensure timely implementation of product modifications or process changes. - Identify and develop new service initiatives based on market and customer needs. - Regularly assess the performance and operational health of ASPs to maintain service quality. - Participate in marketing and product review meetings, offering insights and feedback from field service operations. - Prepare monthly service reports and contribute valuable inputs to the product development cycle. - Utilize feedback from customer "Happy Calls" to enhance customer satisfaction levels. - Conduct visits to dealers and channel partners to resolve service-related issues and strengthen support. - Track and analyze repeated complaints or product replacements, taking appropriate actions to reduce recurrence. - Implement corrective measures based on field observations, ASP audits, and service performance reviews. Qualifications Required: - Diploma / BE in Electronics or Electrical Engineering. - 5-10 years of experience in the Customer Service field. - Good experience in Electronics products like Stabilizer, Digital UPS, Battery & Solar Power System products service field. - Proficiency in Marathi, Hindi, and English languages. Thank you for considering the opportunity to join our team and contribute to providing exceptional customer service in the Mumbai region.,