Area Service Manager.

 

Kolkata, West Bengal, India

Department

Field Operations

Job posted on

Oct 05, 2023

Employment type

Permanent

• Designation:- Area Service Manager
• Graduate with 3+ years of experience in Customer Service.
• Role responsibilities: 
• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager 
• Experience in providing customer service support. 
• Excellent knowledge of management methods and techniques 
• Working knowledge of customer service software, databases and tools 
• Ability to think strategically and to lead Advanced troubleshooting and multi-tasking skill 
• Proven record of Cost controlling, Increasing Customer satisfaction & improving TAT. 
• Experience in AMC sell, Achieving aggressive revenue targets 
• Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics, simultaneously inflicting a high level of motivation amongst the team to bring out the desired level of work and results. Keeping the team engaged by initiating various project work. 
• Mentor and develop Team and nurture an environment where they can excel through encouragement and empowerment. 
• Improve customer service experience, create engaged customers and facilitate organic growth. 
• Set a clear mission and deploy strategies focused towards that mission. 
• Develop service procedures, policies and standards. 
• Keep accurate records and document customer service actions and discussions. 
• Analyze statistics and compile accurate reports. 
• Adhere to and manage the approved budget. 
• Control resources and utilize assets to achieve qualitative and quantitative targets. 
• Create daily reporting structure (After reviewing Open calls vs reasons and action plans) and should circulate to senior and management on daily basis. 
• Take ownership of customers issues and follow problems through to resolution & ensuring 100% CSAT & 0% Monthly feedback collection of elite partners/Key Distributers Escalation management by visiting field whenever required. 
• Maintaining and ensuring effective, regular, and seamless communication with all stakeholders. Interfacing with vendors/internal technology teams regularly. 
• Should onboard better service partners by properly evaluating onboarding criteria and execute the KPIs around them. 
• Should monitor the Service partner's performance like TAT fulfillment, ROI,Spare consumption and reverse hygiene 
• Should monitor, verify ,Approve and process the claim of service partners.
• Additional skills:
• Excellent verbal and written communication skills with email etiquette, Good problem-
• solving and analytical skills, and Excellent customer service skills.
• Notice period 30 days max (Preferred immediate joining).
• Employment Type: Full Time, Permanent,
• More preferable from Electrical Company.