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Customer Service Support Manager

2 months ago

Delhi, India Adept Global Full time
Job Title: CS - Repair Operation Manager- Electronics (Smart TV Preferred)
Location: Bangalore/Mumbai
Exp: 7-15 years
Salary: 15-27L
Job Description:
We are seeking a dynamic and experienced CS - Repair Operation Manager- Electronics to oversee our Television Services department. The ideal candidate will be responsible for managing all aspects of service operations, including warranty management, vendor relations, and customer satisfaction. This role is crucial in ensuring the high quality and reliability of our TV products through effective management of TV spares and warranty issues.
Key Responsibilities:
Vendor Management: Establish and maintain strong relationships with vendors to ensure the supply of high-quality TV spares. Negotiate contracts and manage service level agreements (SLAs).
Warranty Administration: Oversee warranty service operations, including the management of claims, customer communications, and compliance with warranty terms.
Quality Control: Monitor and analyze the quality of TV spares provided by vendors. Implement and oversee rigorous quality control processes to ensure all spares meet or exceed industry standards.
Customer Service Leadership: Lead a team of service professionals to provide excellent customer service, resolving issues efficiently and maintaining high customer satisfaction.
Process Improvement: Continuously assess and improve service processes to enhance efficiency and effectiveness. Implement best practices in service management and warranty handling.
Reporting and Compliance: Ensure accurate reporting on service metrics and compliance with all company policies and industry regulations.
Travel: Willingness to travel domestically and internationally to meet with vendors and conduct site visits for quality assurance and process audits.
Requirements:
Bachelor’s degree in Business Administration, Engineering, or a related field.
Minimum of 5 years of experience in a service management role, preferably in the consumer electronics or television industry.
Strong understanding of warranty processes and vendor management.
Excellent leadership and interpersonal skills to manage diverse teams and interact with stakeholders.
Proficient in using service management software and tools.
Analytical thinker with a problem-solving attitude and attention to detail.
Ability to travel as required for business needs.
Preferred Qualifications:
Experience in the television or consumer electronics industry.
Proven track record of improving service delivery and customer satisfaction.
Experience conducting quality audits and implementing quality standards.
Interested candidates kindly share your updated resume to