Head of Customer Service

Role Overview

Results-oriented leader responsible for managing end-to-end after-sales service operations. Focus on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency.

Key Responsibilities

• Lead and oversee all after-sales service operations across multiple touchpoints.
• Manage 75+ employees, 2,000+ field technicians, and 350+ service centres.
• Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes.
• Monitor SLAs to ensure timely resolution of customer issues.
• Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations.
• Manage spare parts inventory, demand planning, and vendor coordination.
• Drive process improvement through data analysis and customer feedback.
• Deliver technical training for service engineers and support new product launches.
• Build strong customer relationships and enhance brand loyalty.

Technical Skills

CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, Process Improvement

Core Competencies

Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, Team Leadership & Development

Soft Skills

Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, Strategic Thinking

Qualifications