Service Manager

• Overseeing the service operations of a company to ensure quality customer support and after-sales services
• Formulating procedures and policies that define how the service staff can provide quality service, and support to customers
• Establishing quality standards for staff to adhere to as part of their daily duties
• Managing a team of customer service representatives, technicians and support staff to log, resolve and document issues
• Maintaining strong work relationships with suppliers, vendors and manufacturers for defect resolution, repair or replacements
• Auditing the work of the service department to identify inefficiencies and devising solutions
• Managing the budget related to a company's service department
• Collaborating with the information technology (IT) team to automate redundant, time-consuming tasks so that the service staff can focus on improving their interaction with customers and understanding their concerns better
• Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
• Preparing comprehensive reports detailing all the activities of the service department to the senior management
• Training service staff on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution
• Developing continuous process improvement initiatives that include workflow optimisation, cost reduction, quality control and service delivery improvement

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance

Work Location: In person