Head Recruitments at Synergy Source HR Solutions
Views:614 Applications:192 Rec. Actions:Recruiter Actions:0
Head - Consumer Experience & After Sales Service - Consumer Durable/Glass (12-22 yrs)
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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.