Position : Service Manager

Job Summary :

- The position reports in to the head (planning, fulfilment & service) and is responsible to work with Jeeves, CS and service partners for service planning and execution.

- The role will be an individual contributor role where he/ she would be engaging himself in solving customer related post sales problems, service planning and execution with the help of Jeeves, CS and service partners.

Responsibilities :

- Highly customer centric and responsible for brand service desk (BSD) for Billion through Jeeves

- Defining & operationalizing SOPs for all customer facing processes (replacements, spare parts)

- To work with product and tech team to enable seamless customer information flows across service partners, CS and BSD

- Create systems and flows for warranty, replacements, returns, defective products logistics

- Customer and Escalation management

- Define and act on all escalation flagged through emails/ calls

- Responsibility for the operational performance of teams.

- Ownership of day-to-day operations to ensure all deliverables are met as per the agreed SLA

- Conduct periodic weekly and monthly review meetings with the teams and internal stakeholders.

- Drive quality and customer experience across the team

- Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.

- Build and leverage relationships with key stakeholders. Collaborate with key stakeholders and forge win:win relations for the business.

Required Skills :

- Graduate with contact center and post sales service experience

- Advanced Microsoft Office and Microsoft Windows skills

- Excellent written and verbal communication skills required

- Excellent relationship management.

Desired Skill sets :

- Strong display of values and ethos

- Strong leadership abilities

- Customer orientations and customer centric experience

- High degree of Business knowledge

- Strong communication, interpersonal skills

- Proven expertise in Process improvement & Project management

- Experience in contact centre operations.

- Highly customer focused in all approaches.

- Strong problem solving, Strategy, Prioritization skills with an eye for detail.

- Ability to come up with lots of ideas and improvements.

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