Develop and execute the customer service strategy to achieve excellence and continuous improvement in service levels across all Product Categories
Customer Delight in assigned region, CSAT improvement, Process Adherence, Failure Rate Monitoring, Cost Saving through various initiatives, TAT reduction, revenue enhancement
Work in close coordination with Sales and Distributors for Customer Experience Management w.r.t. Product Quality and after-sales service experience
Representing the voice of the customers throughout the organisation whilst protecting the company's interests
Implement latest Technology and Tools available in market for service digitalization
20% increase in customer engagement, Distributor Satisfaction
Ensuring the efficient and effective operation of the Service Center as per Company Policy
Management of customer escalation, resources (Parts, Advance Payment, Technician, Infrastructure) required for the functioning of the Service Center
Understanding market needs and competitor benchmarking
Ensure prompt resolution of customer complaints and review feedback to continually improve
Skills RequiredTechnical Skills
I. Partner Management
II. Understanding of consumer behaviour
III. Customer relationship management
Conceptual Skills
I. Planning Skills - Time Management
II. Logical Reasoning
III. Attention to Detail
Attitude / Personal Traits
I. Discipline
II. Continuous Improvement
III. Taking Initiatives
Job Type: Full-time
Pay: ?1,000,000.00 - ?1,400,000.00 per year
Experience:
Total: 10 years (Required)
Customer service: 10 years (Required)
as Team leader: 7 years (Required)
. Customer relationship management: 7 years (Required)
Work Location: In person
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