We are looking for an experienced and dynamic Project Head to oversee the operations and performance of multiple Samsung Authorized Service Centres (ASCs) across assigned territories. The ideal candidate will have a strong background in after-sales service management, team leadership, and customer satisfaction enhancement within the consumer electronics or mobile industry. Key Responsibilities: Operations Management: Oversee end-to-end service operations across multiple Samsung Authorized Service Centres (Mobile, Consumer Electronics, and Home Appliances divisions). Performance Monitoring: Ensure each ASC meets Samsung’s KPIs including TAT (Turnaround Time), FTR (First Time Resolution), CSAT (Customer Satisfaction), and financial targets. Team Leadership: Lead, train, and motivate Service Centre Managers and technical teams to maintain service excellence and compliance with Samsung standards. Process Compliance: Implement and monitor Samsung service policies, warranty procedures, inventory controls, and audit requirements. Business Development: Identify areas for process improvement, cost optimization, and customer experience enhancement to drive profitability. Coordination with Samsung: Act as the primary liaison between the Samsung regional office and ASCs for operational updates, escalations, and reporting. Reporting & Analysis: Prepare monthly performance reports, analyse trends, and implement corrective actions where necessary. Customer Focus: Ensure prompt and quality resolution of customer issues, maintaining the highest level of satisfaction and brand loyalty. Key Requirements: Education: Graduate in Engineering / Electronics / Business Management preferred. Experience: Minimum 8 years of service operations experience, with at least 3–5 years managing multiple Samsung ASCs. Technical Knowledge: Strong understanding of Samsung service processes, CRM systems, spare management, and field service operations. Skills: Leadership & team management Analytical & problem-solving ability Excellent communication and coordination skills Proficiency in MS Excel, PowerPoint, and reporting tools Other Requirements: Willingness to travel across Gujarat and nearby regions as required. Strong orientation towards process excellence and customer satisfaction.
Key Responsibility Area: The fundamental duties & tasks the define the job are: • Responsible for inbound & outbound calls with end customers to resolve customer queries. • Responsible for reverting customer queries via email. • Gather appropriate data from the internal tools to substantiate transaction validity, evaluated information gathered & determine the appropriate course of action. • Responsible for providing high quality customer service by responding to telephone inquiries and customer requests. Eligibility Criteria: • Education – Graduate • Strong verbal & written Communication Skills. • Flexible to work in 24*7 shift timings. • Minimum 6-Months experience in US or UK customer care support. Essential duties and responsibilities: • Comply with data integrity and security policies • Follow required procedure & guidelines The ideal candidate for this role would have: • Strong verbal & written communication skills along with active listening • Good Analytical skills • Quick Learning Ability • Ability to multi-task, set priorities & manage time effectively • Attention to detail