Head - Consumer Experience & After Sales Service - Consumer Durable/Glass

Main Purpose of the job :

- To provide good after sales service and to ensure consumer experience management in order to foster customer loyalty through high quality interactions at each step.

Major Tasks & Responsibilities :

- Ensuring best in class after sales service.

- Building installation capability through channel partner and 3 P service provider teams. Building systems and improving processes.

- Ensuring time bound resolution of all complaints.

- Monitoring call centre operations.

- Conducting consumer experience assessments and suggesting improvements at all consumer touch points.

- Responsible for appropriate installation capacity and capability (trainer workforce), consumer complaint logging and resolution, thereby meeting the present consumer satisfaction norms

- Pan India stake holder training and roll out plans Standardised Installation Practice across the country

- Ensure timely closure of service work orders in system and periodic disbursal of distributor / consumer claims

- Monitor and improve call center operations

- Conduct Cx assessment of various consumer touchpoints and channel partners including ware houses and delivery mechanisms

- Plan for the parts availability required for post sales service.

- NPS measurement and strategy to improve Cx through implementation

Qualification : BE / B.Tech / MBA

Experience : 12- 20 yrs experience in Customer service, installation operations in Consumer durable, Consumer Electronics / Glass / Ceramics Industry