Job Description for Head Customer Service :

- The role of this person is to ensure that the Customer Service of the company is taken to a new level of professionalism and ensures that the administrative arm as well as the technical arms of this department works in cohesion and ensures the superlative support to all customers across the country.

Supervision of the following in Customer Service department :

Administrative department - Takes responsibility and ownership of all service requests across the country. Coordinates with the regional heads / store managers across the country as well as in Mumbai

Technical departments - Follows up with the in house technical departments to ensure that the turnaround time as well as quality is maintained.

Responsibilities :

- Introduces and documents all SOPs across the department.

- Defines and recommends way forward to raise the level of the Service Department which is at an efficient basic level

- Analyse data of each service order. Show trends of issues. Point out trends developing to management.

- Track and account for instruments which have been replaced.

- Ensure that the billing of all aspects of service is realized and that those under warranty is reimbursed for third party products (like Yamaha) to oversee ordering of instrument spare parts and their efficient and cost-effective utilization

- Query the technical teams when costs do not meet expectations.

- Keep a track of the technical team and ensure that the goal is as close to 100% of success (where the product when received by the customer is repaired as per expectations).

- Training of staff to ensure the implementation of professionalism of a superior level.

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