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Branch Service Incharge

Branch Service Incharge

Skyworth

5 - 10 years

5 - 6 Lacs

hyderabad chennai bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Customer Service Management

Oversee all after-sales service operations for LED TVs.
Ensure timely response to customer complaints, queries, and service requests.
Maintain high levels of customer satisfaction through effective issue resolution.

Service Team Supervision at Vendor

Lead and manage service engineers, technicians, and support staff.
Allocate tasks, monitor performance, and ensure adherence to service standards.
Conduct training sessions to enhance technical and customer-handling skills.

Repair & Technical Support

Supervise diagnosis, repair, and maintenance of LED TVs.
Ensure availability of spare parts and tools for efficient service delivery.
Coordinate with technical teams for complex issues and escalations.

Coordination with Sales & Channel Partners

Work closely with sales teams and channel partners to support customers post-purchase.
Provide feedback on recurring product issues to sales and product teams.
Strengthen brand reputation by ensuring smooth customer experiences across online (Flipkart, Amazon) and offline channels.

Customer Feedback & Continuous Improvement

Collect and analyze customer feedback from service interactions.
Identify trends in complaints and recommend product or process improvements.

Reporting & Documentation

Maintain service logs, repair records, and customer interaction reports.
Track KPIs such as turnaround time, repeat complaints, and customer satisfaction scores.
Submit regular performance reports to senior management.

Escalation & Crisis Handling

Handle escalated cases and ensure resolution within defined timelines.
Manage critical situations such as product recalls or widespread technical issues.
Act as the point of contact between customers, service teams, and management.

Preferred candidate profile

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