Service Management Specialist

Job Description

SMO Lead Greater Noida Work Schedule : Work from Office We seek a creative and detail-oriented service manager to join our service operations department at Coforge Ltd. As a service manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline. If you have a strategic mindset, leadership skills and a zeal to deliver smooth customer experiences, we look forward to your application. Roles and Responsibilities Leading and managing the service department, ensuring efficient service delivery and customer satisfaction. Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions. Developing and implementing service strategies to enhance customer experience and meet service objectives. Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions. Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development. Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner. Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving. Lead and manage the service department, including staffing, training and performance management of service personnel. Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery. Monitor and evaluate the service teams performance, providing regular feedback, coaching and recognition to drive individual and team excellence. Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality. Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement. Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives."