Sr. Off - ASI - Retail

Individual Contributor Role

Jaquar Group is a prominent Indian conglomerate established in 1960 that operates in the bathroom and lighting industry headquartered in Manesar and has a global presence with manufacturing facilities, subsidiaries, and distribution networks in various countries. Jaquar has grown to become one of the leading manufacturers of premium bathroom fittings, sanitary ware, faucets, showers, wellness products, and lighting solutions.

At Jaquar Group, our values guide everything we do. As part of our team, you will be expected to uphold these principles:

• Passion for technology – We innovate continuously
• Highest quality standards – We strive for excellence
• Building strong relationships – We value lasting partnerships
• Excellent customer service – We prioritize customer satisfaction
• Taking care of our people – We support and nurture our team
• Integrity – We uphold the highest ethical standards

As an ASI Retail, you will be the single point of contact (SPOC) for Customer Care aspects for the area and product vertical/s assigned to you. You will, through constant initiatives, ensure customer delight which shall be the essence of every activity performed. It shall be your endeavour for right service network installation for present and following two quarters business needs. You should be passionate to train people & willing to travel and should have strong acumen to drive customer delight while optimizing on the cost.

1. Service Network Installation and Enablement

• Identify the right service providers required for installation, ensuring alignment with the type of service needed
• Scout and appoint the right party/person for service delivery, ensuring they are well-equipped with material, skills, IT systems, and knowledge of Jaquar values
• Enable service providers through proper onboarding, training on processes, and undertaking the necessary assistance

2. Customer delight through right service

• Closely monitor service calls to ensure timely attendance, proper updates in the IT system, correct charges, spares rightly transacted, and customer satisfaction
• Ensure that customer service is executed without deviation from scheduled times and according to Jaquar’s standards

3. Service Network Management

• Manage the overall service network to ensure optimal delivery
• Ensure right size of workforce sizing with the ASP
• Ensure work force is skilful to attend for the product segments assigned and the customer
• Conduct regular training sessions and on-the-job training (OJT) for service providers to maintain a high standard of product servicing
• Monitor spare stock levels
• Ensure in-time proper material and financial claim submission
• Ensure in-time clearance for service provider disengaged with Jaquar

4. Market Support

• Maintain disciplined and regular market interactions to gather insights on customer care support needs and provide feedback for previous issues
• Manage stock-related activities of customer care and support product display maintenance
• Train dealers and their teams on warranty certificate generation and customer care processes
• Regularly reconcile materials requisitioned from dealerships to ensure accurate stock management

5. Training

• Plan and execute training sessions for various stakeholders, including OME, OMP, SP, ASP owners, CSR students, and architect staff
• Organize and conduct both initial and refresher training sessions, monitoring their effectiveness to ensure the knowledge is properly applied
• Identify training needs based on business growth and demand, and ensure the execution of these training programs to enhance service delivery

6. Retail Builder Project Support

• Plan and execute proactive support at three levels of retail projects—pre-installation, during installation, and post-installation—providing guidance to users to ensure a smooth experience

7. Key Accounts, Special Drives, and Escalation Management

• Establish proactive contact with key accounts to provide necessary support and address any concerns
• Participate actively in special initiatives or drives to enhance customer engagement
• Handle escalations promptly and effectively, ensuring satisfactory resolution and implementing preventive measures to avoid recurrence

• Strong understanding of customer service delivery processes and standards
• Good grasp of market dynamics and ability to stay updated on trends
• Technically sound, with a DIY mindset for handling product and service-related issues
• Solid understanding of service network installation, enablement, and management practices
• Good verbal and written communication skills to interact with customers, service providers, and internal teams
• Physically fit and willing to travel for service inspections and DIY activities
• Strong data analytics skills to monitor service efficiency and process improvements

• Education: Graduate or diploma engineer with a technical background
• Experience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable
• Skills:
  • Excellent communication and interpersonal skills
  • Ability to manage data effectively and perform analytics for process improvement
  • Strong understanding of service network operations and challenges
  • Passion for continuous learning and enhancing the knowledge of others
  • DIY approach with technical soundness in product handling and servicing

Jaquar Group is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national orientation or disability.

Jaquar and Company Private Limited
Plot No.3, Sector – 11, IMT ManesarGurgaon, Haryana – 122050