Job Description

Customer Service Operation Management:   
• Developing operational excellence by implementation of Customer Service Process and Policies
and imparting knowledge to the last person in customer service( i.e. Partner, Technician & CCOs
at service center)
• Providing support to service center staff for their work-ways
• Responsible for Customer Satisfaction in his territory, RCA for D-SAT and taking corrective actions
• Responsible for Partner and trade satisfaction through regular visits and capturing VOC of trade
and take corrective actions
• Audit and process governance at service partners
• Perform root cause analysis of customer service Performance parameters and corrective action
Planning, implementation and control
• Identify and resolve gaps in customer service (impacting Customer Satisfaction, TAT, Service Cost,
Repair Quality)
• Report quality failures with respect to the company's products to the quality control team for
immediate corrective actions
• Responsible for providing the timely resolution for customer escalation

Partner Life Cycle Management
• Effective Service partner Appointment and replacement per service blueprint
• Service Partner Relationship Management
• 1. Resolving service partner issues related to customer service, claim settlement etc.
• 2. Devising Service Partner Engagement program.
• 3. Ensuring Product Knowledge / repair skill improvement for Service Partner Technician
• Smooth onboarding of new Service Partner
• Smooth partner Separation, ensuring all issues are well settled before separation without impacting
customer service

Desired Skills and Competencies:   

• People and Partner management skills
• Complete understanding of channel ROI.
• Good Communication, analytical Skills and Capable of handling escalations.
• Sound technical knowledge with exposure to L1-L4 repair environments
• Ability to impart training on processes and service management Working knowledge of service
CRMs