13/11 HR
HR Manager at V-Konnect Associates

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National Head - Customer Service - Building Materials Firm (15-20 yrs)

Delhi NCR Job Code: 764069

Our client is a market leader in Building Materials having successfully serviced customers over a period of 40 years.

Job Profile :

Strategic Planning : Defining service strategy as well as process improvements coupled with execution planning for long term business objectives. Spearheading initiatives for consolidating tasks, re-engineering system to improve consumer reach.

Ensure that the operation procedure is followed by every team ( Indoor / Outdoor / spare parts / call centre / marketing ) and monitor escalation jobs.(categorywise)

Customer Care : Monitor Customer calls connect, Transfer of calls in to Jobs and review operations team for SLAs. Evaluate C-SAT for improved customer experience.

- Customer handling

- Assist operation in handling customer

- Ensure that the correct pricing is provided

- Ensure the process is followed for the customer satisfaction

- Check the customer's feedback and take corrective actions

Service Operations :

- Review response, resolution Time, First Time Fix and unfulfilled calls.

- Setting up and evaluate after sales support channel / authorized service franchisee center on a continuing basis.

- Formulate service budgets; define operational process to optimize service network and implement pro-active service planning.

Inventory Control / Cost Planning/Spare parts Management :

- Forecast & indent spares and participate in the S and OP process of modulating demand, establish reorder levels and safety stocks.

- Analyze spares usage and establish the sales and distribution network of spares across the network for easy access of spares.

Assets Management :

- Ensure that the planned assets are in place and utilized by the team ( vehicles / tools / equipment's )

- Ensure that there is no wastage and accounting is done for the proper usage of consumables, tools and spares by the operations team

- Co-ordinate with Sales/Marketing/HR/Finance/Logistics

- Ensure that the team is well groomed and workshop/office/floor/store are clean.

Quality Assurance : Review product performance and drive improvements with Engineering, QA teams. Assist in improvement action plan from end-customer prospective.

Product Trainings : Conceptualize product and customer service training modules for capability enhancement of internal & external resources.

Man Management : Directing, leading and motivating workforce; imparting continuous on job training for accomplishing greater operational effectiveness/efficiency. Working on succession planning of team, rendering technical guidance and appraising the member's performance & providing feedback.

Please contact at 7217779828

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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