Head - Customer Service - FMCG/FMCD/Media/Retail

Candidate preferably from Tata Sky, B2X, D2H, F1.

- Minimum experience of 8+ years in the area of handling customer service as well as field service

- Must have handled a team in past

- Must be able to meet various service KPIs like AHT, TAT, MSL, No revenue leakage, Spare part management

- Should have a complete understanding of field service repairs

- Should be well conversant with spare inventory management

- Should be able to conduct timely audit of the on- field service set up

- Must be able to manage regular call centre training and daily review of the issues coming

- Should be able to properly diagnose the issues coming from the field and highlight to management, quality and production teams

- Should be open to extensive travel across to understand the gaps in the field service and plug them

- Must be able to make daily reports and dashboard and share with management