Customer Service Manager

We are looking for a results-driven Customer Service Manager who will take ownership of the end-to-end customer journey, ensuring every appliance purchase is backed by excellent service, reliable support, and seamless aftersales experience.

RESPONSIBILITIES:

• Champion End-to-End Customer Experience: Drive service excellence across all touchpoints—from inquiry and purchase to delivery, installation, and aftersales support.
• Own Escalations & Resolutions: Manage complex customer concerns, ensuring fast and effective resolution while addressing root causes to prevent repeat issues.
• Strengthen Aftersales Operations: Enhance aftersales processes, including service requests, repairs, and warranties, to improve turnaround time and customer satisfaction.
• Lead & Develop Service Teams: Coach Customer Service Specialists and collaborate closely with store teams to ensure consistent, high-quality customer interactions.
• Align Store & Service Operations: Partner with Store Operations and Service Centers to ensure smooth coordination on deliveries, installations, and customer requests.
• Standardize Service Excellence: Implement and enforce clear service standards, SOPs, and workflows across all stores and service touchpoints.
• Drive Training & Capability Building: Equip frontline teams with the product knowledge and service skills needed to confidently handle appliance-related inquiries and concerns.
• Leverage Data for Continuous Improvement: Analyze service trends, product-related issues, and customer feedback to identify gaps and drive actionable improvements.
• Boost Customer Loyalty: Lead initiatives that enhance customer satisfaction, strengthen brand trust, and encourage repeat business.