Tally Caller

Job Title: Tally Calling / After-Sales Manager

Reports to: Operations Manager / General Manager

Location: [Specify Location]

Department: Customer Service / After-Sales Service

Job Summary:
The After-Sales Manager ensures that customers receive high-quality service and support after purchasing a product. The role includes managing a team of service technicians, overseeing warranty claims, handling customer inquiries, and ensuring that all after-sales services are carried out efficiently. The After-Sales Manager plays a key role in maintaining customer loyalty by delivering exceptional post-purchase experiences.

Key Responsibilities:
1. Customer Service & Support:
Manage the customer service process, ensuring timely and effective responses to customer inquiries and complaints.

Oversee the repair and maintenance of products, coordinating with service teams to resolve issues efficiently.

Ensure that all customers are provided with a seamless after-sales experience, resolving problems and ensuring customer satisfaction.

2. Warranty Management:
Oversee the warranty claim process, ensuring that claims are processed accurately and in a timely manner.

Collaborate with suppliers or manufacturers to ensure proper handling of warranty repairs or replacements.

Track and analyze warranty claims to identify common issues and provide feedback to the product development team.

3. Team Leadership & Development:
Lead, train, and develop a team of service technicians, customer support staff, and field service engineers.

Set performance goals for the after-sales team, monitor results, and provide feedback and training to improve service quality.

Ensure that the team follows company protocols, safety standards, and compliance guidelines.

4. Customer Feedback & Continuous Improvement:
Collect and analyze customer feedback to identify areas for improvement in after-sales service.

Work closely with product development, sales, and quality control teams to provide insights on common product issues and customer preferences.

Implement strategies to improve customer satisfaction and reduce product returns or complaints.

5. Inventory & Spare Parts Management:
Oversee the inventory of spare parts, ensuring adequate stock levels to support after-sales service demands.

Liaise with suppliers to ensure timely delivery of parts and products for repair and maintenance.

Monitor the efficiency of the spare parts supply chain and implement strategies to reduce lead times.

6. Reporting & Metrics:
Track and report on key performance indicators (KPIs) such as service response time, customer satisfaction, and warranty claim resolution.

Prepare detailed reports on after-sales performance for senior management, identifying trends, challenges, and opportunities for improvement.

Monitor costs related to after-sales service and ensure budget compliance.

7. Compliance & Risk Management:
Ensure compliance with company policies, industry regulations, and health and safety standards.

Manage any legal issues related to warranties, customer disputes, or product safety, coordinating with legal and compliance teams as necessary.

Qualifications & Skills:
Education: Bachelor’s degree in Business, Engineering, or a related field (MBA preferred).

Experience: 5+ years of experience in customer service, after-sales, or product support roles, with 2-3 years in a managerial capacity.

**Skills**:Strong leadership and team management abilities.

Excellent problem-solving skills and customer service orientation.

Technical understanding of the company’s products and services.

Ability to work in a fast-paced, high-pressure environment.

Excellent communication, negotiation, and interpersonal skills.

Technical Skills: Proficiency in CRM software, service management systems, and Microsoft Office Suite.

Travel: Some travel may be required to meet clients, attend service centers, or manage field service teams.

Key Performance Indicators (KPIs):
Customer satisfaction scores (e.g., Net Promoter Score, Customer Satisfaction Surveys).

Average response time to customer inquiries and complaints.

Service resolution time and first-time fix rate.

Warranty claim processing time and accuracy.

Spare parts inventory management efficiency.

Reduction in customer complaints and product returns.

**Job Type**: Part-time

Pay: ₹8,000.00 - ₹15,000.00 per month

Expected hours: 39 per week

Schedule:

- Day shift
- Fixed shift

Supplemental Pay:

- Commission pay
- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- tele sales: 1 year (preferred)
- total work: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person