About the company: Our client is a fast-growing international consumer products company serving people without access to reliable electricity. Its mission is to enable households without reliable electricity to attain the same quality of life as those with electricity.   It serves over 50 countries, through over 10,000 retail outlets, 8 field offices, and four regional hubs. The company employs over 500 people directly, and indirectly employs hundreds more worldwide.  It is financed by various prestigious venture capital firms and has featured in the world's top 100 clean technology enterprises by the CleanTech Group for second year in a row.  Role overview: The Assistant Customer Service Manager is responsible for providing excellent customer service in an efficient and profitable manner across the region. He/She is expected to increase customer satisfaction, loyalty and retention, and deploy strategies for the purpose of achieving these goals  Key Responsibilities:  Responsibility  - Defining escalation, response and resolution times for reported problems on the basis of criticality  - Resolving support as well as operational issues  - Customizing solutions as per the customers- need and consulting with the technical team to provide solutions in sync the delivery schedules  - Creating frameworks for speedy resolution of end users- issues to facilitate quick resolution and minimize escalation  - Daily interaction with and executing the delivery through the Service Executive Team, as well as providing the feedback to the Central/HO Team  - Willing to travel extensively in the dedicated geography/region  - Planning the service buffer inventory  Support  - Supporting appointment of Authorized Service Partners (ASPs) and Authorized Service Centers (ASCs) in designated geographies  Accountability  - Ensure compliance with company/client policies on Turnaround Time (TAT) for device repair process, by coordinating with ASPs and ASCs  - Analysing the periodic and task-wise performance of the Team  - Regular meeting with Dealers/ Distributors/ Clients- Branches and Sales- Counter-Parts  - Identifying training needs for the internal resources and imparting/arranging the trainings on regular intervals  - Conducting Quality Audits of Team Performance  Desired qualifications:  - 6 to 15 years of experience (for Customer Service Manager) in after Sales Services of Home Appliances, Water Purifier or DTH industry  - Preferably a degree of BE or Diploma in (Electrical/ Electronics). Graduation in any discipline if he/she possesses an experience of more than 5 years in a similar capacity  - Good knowledge of MS Excel, MS Office and Power Point  - Excellent communications skills, both written and verbal  - Should be excellent at supervision, handling client reviews and creating & implementing service improvement plans  - Should possess the ability to perform under pressure  Compensation: Very competitive package  Job location: Gurgaon

Gurgaon/Gurugram

Assistant  Manager - Customer Service/Customer Experience - Consumer Products  

Assistant  Manager - Customer Service/Customer Experience - Consumer Products   ,Job Description for Assistant  Manager - Customer Service/Customer Experience - Consumer Products   in Acuvon Consulting Pvt. Ltd. in  Gurgaon/Gurugram for (6-15) years of experience. Apply Now!

Job Description for Assistant  Manager - Customer Service/Customer Experience - Consumer Products   in Acuvon Consulting Pvt. Ltd. in  Gurgaon/Gurugram for (6-15) years of experience. Apply Now!