Customer Services Assistant Manager

10 years

10 - 14 Lacs

Posted:1 week ago| Platform: GlassDoor logo

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Work Mode

On-site

Job Type

Full Time

Job Description

JOB DESCRIPTION

Profile-Customer Service -Sr.AM/DM

I. Service Partner Management

II. Customer Satisfaction

III. Customer Relationship Management

IV. Distributor Management

V. Tele Sales

VI. Consumer Experience Management

Key Responsibilities & Performance Indicators

KRA

KPI

Develop and execute the customer service strategy to achieve excellence and continuous improvement in service levels across all Product Categories

Customer Delight in assigned region, CSAT improvement, Process Adherence, Failure Rate Monitoring, Cost Saving through various initiatives, TAT reduction, revenue enhancement

Work in close coordination with Sales and Distributors for Customer Experience Management w.r.t. Product Quality and after-sales service experience

Representing the voice of the customers throughout the organisation whilst protecting the company’s interests

Implement latest Technology and Tools available in market for service digitalization

20% increase in customer engagement, Distributor Satisfaction

Ensuring the efficient and effective operation of the Service Center as per Company Policy

Management of customer escalation, resources (Parts, Advance Payment, Technician, Infrastructure) required for the functioning of the Service Center

Understanding market needs and competitor benchmarking

Ensure prompt resolution of customer complaints and review feedback to continually improve

Skills RequiredTechnical Skills

I. Partner Management

II. Understanding of consumer behaviour

III. Customer relationship management

Conceptual Skills

I. Planning Skills – Time Management

II. Logical Reasoning

III. Attention to Detail

Attitude / Personal Traits

I. Discipline

II. Continuous Improvement

III. Taking Initiatives

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,400,000.00 per year

Experience:

  • Total: 10 years (Required)
  • Customer service: 10 years (Required)
  • as Team leader: 7 years (Required)
  • . Customer relationship management: 7 years (Required)

Work Location: In person

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