Job Title: Customer Service Manager-Technical Support (W&W)
Job Type: RP
Job Category: Watches - Mainline
Department: Customer Service
Location: Bengaluru, Karnataka, India
We are seeking a highly skilled and experienced Customer Service Manager-Technical Support (W&W) to join our team at Titan. As a leading company in the watch industry, we are dedicated to providing our customers with exceptional service and support. The ideal candidate will have a strong technical background and excellent customer service skills.
Job Profile
Delivering end?to?end support to Helios Stores via the National Service Centre, while coordinating closely with field teams to facilitate various activities.
Key Deliverables
National Service Centre
Service Lead Time as per Brand SLA
Quality of Repairs at National Service Centre
Brand Invoice Submission and Payments for the same, ensuring and tracking
SOP adherence and Other Commercial compliances, Reports.
Ensure that the feedback on service collected from Helios Stores on Service Provided.
Helios Brand Service NPS and Detractors, Escalation.
QEMS Audits & Compliances
QEMS Audits for Top 10 Service Centers, ensure that SOP and Procedure updated time to time in coordination of internal & external Auditors.
Compliances at all Backend Titan Service Centers, ensure that all complied.
Budget Vs Utilization
Ensure to coordinate for budgets and its utilization with all internal stake holders.
Field Activities
Coordination with field team for Defect Free display, Training Requests, Service Quality Audits, Product Quality feedback, BCG replacements etc.
Clear all Service Claims on Time (tracking and clearing)
If you are a highly motivated and customer-focused individual with a passion for watches and technical support, we encourage you to apply for this exciting opportunity at Titan. Join our team and be a part of our mission to provide the best customer service in the watch industry.
Work Experience
The right person
Graduate in any discipline/technical diploma/degree. Any similar background of private technical institute.
English & Hindi language (Speaking / Writing)
* Ensuring people are accountable. Any person from Watch repair background with experience and good communication skill a Minimum 5 years of work experience in service industries, will have added advantage
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