Microtek - Service Manager/Customer Relationship Manager

- Customer Service Manager is responsible for developing, leading and managing the Customer Services and Technical Support operations including managing call centre activities, technical support activites, complying with key KPIs and supporting Operations Head in delivering best-in-class after-sales customer service to Microtek customers.

- Enhancing Customer Experience

Enable :

- Provide monthly service related reports to Supply Chain Head/COO to ensure services related issues, improvements, initiatives etc. are communicated well in time

- Laision closely with Distribution Relationship manager to cascade and resolve distributor/customer inquiries regarding warranty issues

- Ensure customer complaints are understood properly and are worked upon for resolution

- Ensure routine and emergency calls for repairs and services are responded in time

- Ensure proper diagnostics of faults in the non-functional LED products and their repair to make them operational

- Ensure warranty related complaints are taken care properly and related warrant claims are processed on time

- Ensure safety procedures are followed, potential hazards and dangers of accidents are communicated by the Technician in time

- Ensure collection of feedback from customers on product performance and after sales service and send it to business heads

Review :

- Analyse the reports prepared by Call Centre Executive and Technician and provide necessary feedback/corrective actions as per the report

Control :

- Ensure service standards and KPIs (pick up time, resolution time etc.) are maintained and continuously improved

- Establishing Customer Service Metrics and Initiatives

Enable :

- Establish methods of measurement and reporting as well as metrics to constantly challenge and improve customer satisfaction

- Direct and implement Customer Focus initiatives

- Implement Customer Service tools across the regions

- Ensure constant quality assurance to customers in all regions

- Ensure that services team stays updated with the information about the company's products and services at all times

Relationship and Team Management :

- Establish strong relationship with Sales and Operations to establish seamless processes that ensures smooth and hassle free experience for the customer

- Provide requisite training to services team so as to ensure provision of best-inclass customer services

- Liaise with internal audit team for audit of customer services process

- Liaise closely with Chief Operations Officer to formulate strategies for enhancing customer experience, improving after-sales services, designing training programs for services team etc.

- Ensure that technician has knowledge and know-how of any new products being launched in market so that customers don- t suffer due to inability of technical support