Service Manager - Consumer Durable

We are hiring for a Service Manager for our leading client in Consumer Durable industry.

Location - Chennai (To handle TN and Kerala)

Position Summary:

Position will be responsible for managing the customer service department and drive service excellence.

The position will be responsible for ensuring efficient service delivery and customer satisfaction in the assigned territory by developing strategies to improve customer experience and meet service objectives, analyse customer feedback and service metrics to identify areas of improvement.

Role & Responsibilities:

Managing the department and Developing Strategies:

- Oversees and leads the customer service team in Tamil Nadu & Kerala, including hiring, training, and mentoring staff.

- Meet CSAT & service delivery target as per organization YOY target and maintain Service Delivery operations for the assigned region.

- Ensure Dealers/ Distributors/ Customers on regular intervals to maintain CSAT.

- Achieve the yearly revenue target as per yearly budget.

- Responsible for service expansion as required to ensure 100% service coverage.

- Creates and implements service strategies to improve customer experience and meet service objectives.

Monitoring metrics & Resolving Issues:

- Analyzes customer feedback and service metrics to identify areas for improvement.

- Handles escalated customer issues and complaints, ensuring prompt resolution.

- Regular Quality feedback to support organization to have continuous improvement.

Collaborating with other departments:

- Works with other departments, such as sales and marketing, to align customer service strategies with overall business objectives.

- Dealer defectives management as per organization policy.

- Responsible for claim settlement for all the ASPs as per timeline.

Building customer relationships:

- Builds and maintains solid customer relationships, understanding their needs and providing personalized service solutions.

Team Management & Operation:

- Reviewing team performance on a regular basis.

- Provide regular product & soft skill training for direct/ASP/DS team.