Migrated From iimjobs: Customer Service Support /Operations -Zeltron Services Pvt.Ltd

Key Objectives/ Responsibility

The Customer Service Operations Manager is responsible for leading and managing all aspects of customer service operations to ensure exceptional service delivery for Pune as well as Southern Region.

- This includes supervising call center activities, overseeing field operations, ensuring resource optimization. The role demands leadership, and process adherence to achieve operational excellence.

Job Roles and tasks

1. Customer Support Management

- Ensure oversee with the call center for allocation of customer service requests and monitor adherence to Turnaround Time (TAT).

- Oversee call center reports and workflows to ensure the assigned calls are getting attended as per the Timeline.

- Manage escalations and resolve customer issues promptly and effectively.

2. Field Operations Oversight

- Monitor and enhance the productivity of service engineers to ensure efficient service delivery.

- Coordinate with engineers and backend teams to address customer concerns and complete service calls.

3. Inventory & Logistics Coordination

- Oversee spare parts dispatch processes to ensure timely delivery for service requests.

- Implement and maintain Minimum Stock Level (MSL) plans to meet operational demands.

4. Financial Activities

- Handle AMC (Annual Maintenance Contract) invoicing to ensure accurate and timely billing.

- Develop strategies to increase revenue through efficient customer service operations.

- Process and validate engineer claims in compliance with company policies.

5. Team & Administrative Management

- Supervise backend operations and office activities to maintain smooth workflows.

- Support team members in aligning with organizational objectives and maintaining service excellence.

- Manage day-to-day office administration tasks.

6. Reporting & Process Improvement

- Prepare and analyze operational reports to identify trends and opportunities for improvement.

- Adherence to process enhancements to improve service delivery and customer satisfaction.

Education: Bachelor's degree in business administration, Operations Management, or a related field; an MBA or equivalent advanced degree is preferred.

- Experience: 5+ years in customer service operations or related managerial roles.

- Technical Skills: Proficiency in CRM systems, MS Office Suite, and operational reporting tools.

- Key Competencies:

- Strong leadership and organizational skills.

- Excellent communication and interpersonal abilities.

- Customer-centric mindset with a focus on service excellence.

- Analytical and problem-solving skills.

Key Performance Indicators (KPIs)

- Service request allocation and adherence to TAT.

- Customer satisfaction scores and feedback.

- Productivity and performance metrics for engineers and customer service teams.

- Efficiency of spare parts management and service delivery.

- Timeliness of AMC invoicing and claim processing.