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Head of Customer Service (Only 24h Left)

Head of Customer Service (Only 24h Left)

Butterfly Gandhimathi Appliances LtdIndia
7 hours ago
Job description

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

  • Engineering Graduate / Postgraduate in Business Administration, Operations, or related field (preferred).
  • 10–15+ years of experience in customer service / after-sales operations.
  • Proven record in managing large-scale service networks and driving operational excellence.
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    Head Customer Service • India

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