Head of Customer Service

4 weeks ago

Madurai, India Butterfly Gandhimathi Appliances Ltd Full time

Role Overview Results-oriented leader responsible for managing end-to-end after-sales service operations. Focus on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency. Key Responsibilities • Lead and oversee all after-sales service operations across multiple touchpoints. • Manage 75+ employees, 2,000+ field technicians, and 350+ service centres. • Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes. • Monitor SLAs to ensure timely resolution of customer issues. • Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations. • Manage spare parts inventory, demand planning, and vendor coordination. • Drive process improvement through data analysis and customer feedback. • Deliver technical training for service engineers and support new product launches. • Build strong customer relationships and enhance brand loyalty. Technical Skills CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, Process Improvement Core Competencies Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, Team Leadership & Development Soft Skills Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, Strategic Thinking Qualifications • Engineering Graduate/Postgraduate in Business Administration, Operations, or related field (preferred). • 10-15+ years of experience in customer service/after-sales operations. • Proven record in managing large-scale service networks and driving operational excellence.

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