Head of Customer Service
1 week ago
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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