Installation And Customer Services Manager

As an experienced and customer-focused Installation and Customer Service Manager at KWART modular kitchen and wardrobe business, your role will be crucial in ensuring seamless installation of products and providing top-notch customer service throughout the process. Your responsibilities will include: - **Installation Management**: - Utilize your project management skills to plan and manage kitchen and wardrobe installations in a timely and efficient manner. - Verify all working drawings and site conditions pre and post-order. - Oversee installation through third-party/on-role installation teams. - Troubleshoot and resolve issues on-site promptly. - Ensure compliance with all statutory procedures and documentation. - Maintain safety standards for materials and workers at the site consistently. - Schedule free periodic services for customers. - Address customer complaints promptly and ensure resolution to their full satisfaction. - Manage installation and service costs within the defined budget. - **Customer Service**: - Take ownership of projects upon customer order signoff. - Serve as the primary point of contact for customers post-sales order. - Handle customer inquiries in a polite and professional manner. - Strive for high customer satisfaction to generate positive feedback and referrals. - Work towards increasing the Customer Satisfaction Index (CSI) continuously. - **Team Leadership**: - Lead and mentor the installation team. - Provide training, guidance, and counseling to the team. - **Quality Assurance**: - Develop and implement SOPs and quality control process documentation. - Ensure that desired quality and company standards are consistently met. - **Reports and Documentations**: - Maintain proper records of all documents, drawings, and customer data. - Regularly update customers and stakeholders on site progress. - Share site reports with management regularly. - Issue site completion and handover certificates to customers along with warranty cards. - Certify installation contractor bills. - Educate customers on the usage and maintenance of kitchens. **Qualifications**: - Graduate or Diploma in Civil Engineering with a minimum of 4-5 years of relevant experience in modular kitchen and wardrobe installation and site management. - This role will require a combination of office and on-site work, including travel to outstations on a case-to-case basis.,