Customer Service Support Role (3-5 Yrs) Pune (After-Sales/Customer Service)

Migrated From iimjobs: Customer Service Support /Operations -Zeltron Services Pvt.Ltd Key Objectives/ Responsibility The Customer Service Operations Manager is responsible for leading and managing all aspects of customer service operations to ensure exceptional service delivery for Pune as well as Southern Region.
-This includes supervising call center activities, overseeing field operations, ensuring resource optimization. The role demands leadership, and process adherence to achieve operational excellence.Job Roles and tasks1. Customer Support Management- Ensure oversee with the call center for allocation of customer service requests and monitor adherence to Turnaround Time (TAT).- Oversee call center reports and workflows to ensure the assigned calls are getting attended as per the Timeline.- Manage escalations and resolve customer issues promptly and effectively.2. Field Operations Oversight- Monitor and enhance the productivity of service engineers to ensure efficient service delivery.- Coordinate with engineers and backend teams to address customer concerns and complete service calls.3. Inventory & Logistics Coordination- Oversee spare parts dispatch processes to ensure timely delivery for service requests.- Implement and maintain Minimum Stock Level (MSL) plans to meet operational demands.4. Financial Activities- Handle AMC (Annual Maintenance Contract) invoicing to ensure accurate and timely billing.- Develop strategies to increase revenue through efficient customer service operations.- Process and validate engineer claims in compliance with company policies.5. Team & Administrative Management- Supervise backend operations and office activities to maintain smooth workflows.- Support team members in aligning with organizational objectives and maintaining service excellence.- Manage day-to-day office administration tasks.6. Reporting & Process Improvement- Prepare and analyze operational reports to identify trends and opportunities for improvement.- Adherence to process enhancements to improve service delivery and customer satisfaction.Education: Bachelor s degree in business administration, Operations Management, or a related field; an MBA or equivalent advanced degree is preferred.- Experience: 5 years in customer service operations or related managerial roles.- Technical Skills: Proficiency in CRM systems, MS Office Suite, and operational reporting tools.- Key Competencies:- Strong leadership and organizational skills.- Excellent communication and interpersonal abilities.- Customer-centric mindset with a focus on service excellence.- Analytical and problem-solving skills.Key Performance Indicators (KPIs)- Service request allocation and adherence to TAT.- Customer satisfaction scores and feedback.- Productivity and performance metrics for engineers and customer service teams.- Efficiency of spare parts management and service delivery.- Timeliness of AMC invoicing and claim processing. (ref:updazz.com)

Payroll Type : Permanent