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Service Manager

Sector 11 Noida

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Job Code

APAPL/25/ServM

Level

Level 2

Salary

p.a

Experience

12.0-8.0 year

Qualification

B- Tech / Diploma –Electrical / Polymers / CIPET

Job Opening Date

7/1/2025 12:00:00 AM

Closing Date

Jul 31 2025

Required Skills

  • Customer Service
  • Complaint Resolution
  • Team Leadership
  • Service Operations
  • CRM Management
  • Process Improvement
  • Communication Skills
  • Performance Monitoring
  • Escalation Handling
  • Cross-functional Collaboration
  • Issue Tracking
  • Service Reporting
  • Resource Allocation
  • Problem Solving
  • Client Relations
  • Team Supervision
  • Workflow Optimization
  • Operational Planning
Job Description

Job Description:
We are seeking a Service Manager, candidate should be professionally responsible for managing service complaints & installations at the customer’s site. This role will have the following key responsibilities areas:

Primary Responsibilities:

• Address and resolve customer complaints promptly and effectively, ensuring satisfaction and strong relationships.
• Handle escalated customer issues requiring higher-level attention, ensuring timely resolution.
• Support service engineers in resolving complaints and ensuring quick, high-quality service delivery.
• Delegate tasks, monitor progress on customer complaints, and manage the service team to achieve objectives.
• Log, track, and report all complaints to senior management.
• Maintain professional communication with customers to resolve concerns and foster repeat business.
• Review and improve customer service processes to minimize complaints and enhance service quality.
• Keep customers informed throughout the resolution process, explaining the steps taken to address their concerns.
• Manage communication between customers and relevant departments to ensure smooth resolution.
• Monitor service delivery timeliness and quality.
• Ensure all team members accurately log customer interactions in the CRM.
• Lead, motivate, and provide training opportunities for the service team.
• Develop and implement effective service procedures and policies.
• Allocate resources effectively to optimize service delivery.
• Collaborate with other departments to address customer issues and improve service processes.

Key Deliverables:
• Maintain high satisfaction scores through timely complaint resolution, ensuring efficient and effective service delivery.
• Achieving customer satisfaction and optimizing service operations.
• Take ownership of customer’s issues and follow problems through to resolution.
• Effectively manage and resolve escalated complaints, reducing the frequency of issues requiring higher-level attention.
• Consistently deliver high-quality service, measured by customer feedback, service reports, and internal quality assessments
• Providing mentoring, training, and motivating service staff, as well as managing their performance and workload.
• Ensure smooth communication between teams, departments, and customers.
• To ensure adherence to company’s policies and SOP’s.
• Preparation of regular reports on service performance and activities, providing insights for the management.
• Ensure 100% CRM log accuracy by all team members.