HR Recruiter at FresherMart.in
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Deputy Manager - Customer Service - Consumer Durable (8-12 yrs)
Deputy Manager - Customer Service
- Execute the customer service strategy for all products and brands of the HEB vertical
- Build sustainable competitive advantage in the operations.
- Develop an annual plan for customer service function to achieve the decided levels of customer service delivery.
- Analysis of business results, directing corrective action, and reviewing processes to identify improvements
- Ensure customer satisfaction by ensuring excellent service deliveries like TAT, SDS, First Time Fix, CSAT,CNPS & Repeat repairs
- Monitor/ Review the performance of HEB team & Service centers
- Ensure no escalation from trade & end customers
- Ensure data sanctity/ accuracy in CRM
- Timely settlement of trade warranty claims.
- Ensure timely Charge back from vendors
- Ensure timey action on Product Quality issues reported from field
- Ensure pre-planned market visits of HEB team & timely settlement of trade defectives
- Monitor successful implementation of quality systems and standards in the service departments.
- Service Cost Analysis vis a vis sales
- Takes Initiatives in proposing & getting the new ideas executed
Note - We need someone from Home electrical business only Product like: Fans Switches Companies: Havells, Usha, Bajaj etc
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