Customer Service Operations Manager

Job Summary :

Responsible for managing customer service operations for the Mumbai region, including complaint resolution, product installation support, ASP coordination, and spare planning. Ensures timely service delivery, provides field feedback for product improvements, conducts training, and drives customer satisfaction while maintaining overall service quality.

Key Responsibilities :

• Oversee all Customer Service (CS) procedures at the Mumbai Branch and ensure seamless coordination.
• Possess strong knowledge of V-Guard products and the ability to manage end-to-end service operations.
• Monitor customer complaints and product installations specifically Digital UPS, Battery, Solar Power Systems and Stabilizer handled through Authorized Service Providers (ASPs), ensuring timely closure of cases in the CRM system within the defined SLA.
• Plan and forecast spare parts requirements for ASPs to ensure uninterrupted service support.
• Provide training to ASP staff and ensure timely implementation of any product modifications or process changes.
• Identify and develop new service initiatives based on market and customer needs.
• Regularly assess the performance and operational health of ASPs to ensure service quality.
• Participate in marketing and product review meetings, offering insights and feedback gathered from field service operations.
• Prepare monthly service reports and contribute valuable inputs to the product development cycle.
• Utilize feedback from customer "Happy Calls" to enhance customer satisfaction levels.
• Conduct visits to dealers and channel partners to resolve service-related issues and strengthen support.
• Track and analyze repeated complaints or product replacements, taking appropriate actions to reduce recurrence.
• Implement corrective measures based on field observations, ASP audits, and service performance reviews.

Qualifications required :