Qualification
B- Tech / Diploma –Electrical / Polymers / CIPET
Job Opening Date
7/1/2025 12:00:00 AM
Required Skills
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Customer Service
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Complaint Resolution
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Team Leadership
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Service Operations
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CRM Management
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Process Improvement
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Communication Skills
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Performance Monitoring
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Escalation Handling
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Cross-functional Collaboration
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Issue Tracking
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Service Reporting
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Resource Allocation
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Problem Solving
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Client Relations
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Team Supervision
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Workflow Optimization
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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.