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Servify - Assistant Operations Manager
2 months ago
Position Summary :
- As part of the Business Operations team, you will support a network of dealers who sell device protection, extended warranty, or offer exchange services on smartphones and other consumer electronics products.
- You will lead a team of professionals that is responsible for providing support to dealers to resolve key problems.
Key Responsibilities :
- Ensure complete, comprehensive onboarding of dealers within the Servify platform, in line with the company's guidance and processes.
- Resolve customer and market queries pertaining to dealer support.
- Ensure on-time activation of protection and warranty plans as requested by dealers.
- Based on training provided by the company, manage configurations of the Servify platform to deliver the desired results to market partners.
- Implement new systems and processes to reduce problems and gaps.
- Engage with key brand stakeholders to satisfy their queries and requirements.
- Train, mentor and guide team to solve operational problems.
Requirements :
- Minimum 7+ years of experience in Business Operations Support.
- Experience in leading a team of customer support personnel.
- An MBA / Post graduate qualification in management is desirable.
- Basic understanding of operations excellence practices, such as debottlenecking, quality control principles, scope management, and project planning.
- Experience in managing a customer support helpline (e-mail or voice), communicating with customers on areas of concern, and managing customer expectations.
- Customer focused mindset and willingness to go the extra mile to deliver value for the customer and the organization.
- Knowledge of advanced Excel functions, including all three types of lookup functions, text string modification such as MID, multiple IF statements, and using TRUE/FALSE logic to identify exceptions in Excel without macros.
- Excellent communication skills are a must.
- Candidates must be familiar with the basic principles of GST, including what is an input tax credit and how customers are invoiced under the GST regime.
