Customer Service Supervisor

**Role: Divisional Head Service Interio**

**Role Definition **Divisional Head Service Interio is responsible for primarily two things: 01.
Customer Satisfaction 02. Service Revenue from the interio division
1. Get proper installations done in time
2. Get Service complaints attended in time
3. Generate revenue from service

**Responsibility &**
**Deliverables **4. Take regular customer feedback and improve service quality

5. Appraisal/Training and improvement of service technicians
6. Should gain full knowledge of furniture and kitchen fittings
7. Meet customers for revenue generation and customer satisfaction

**Qualification Criteria**

**1. **Should be Diploma in mechanics or some related field with 2-3 years experience of customer handling in consumer durables or furniture.

2. Should have own bike
3. Should be computer literate, will have to operate service software
4. Managerial skills to handle technicians and dissatisfied customer
5. Managerial skills to plan, generate profit and head division

**Customer Satisfaction**: Repeat orders, referral orders, customer loyalty, and brand advocacy all depends on customer satisfaction. The importance of customer satisfaction can't be emphasised enough. It is the backbone of any good organisation. Customer satisfaction can't be compromised at any cost.

**Generating Service Revenue**: The technicians, your salary and incentives all depend on the service revenue being generated from your division. Hence, focus on means and ways to generate service revenue keeping customer satisfaction in mind. Service revenue shouldn't be at the cost of losing customer relationships.

**ABC Categorisation of Customers**: The important customers should be marked as A category customers and full focus should be there to keep them happy. You should meet them regularly. The basis of qualification of a category will be based on: a. Customer Potential to give service revenue b.
Repeat orders c. Value of orders purchased

**Tasks & Activities**

**Tasks & Activities Spares order and follow-up with the principal**:The spares have to place with the principal under warranty or on a chargeable basis for upkeep and maintenance of the furniture. The customer has to be accordingly given time.
Proper follow-up, maintaining and updating of your stock have to be done for being effective in customer satisfaction
**Customer Care Meetings**:There will be half-hour monthly meetings with sales, technician and service technicians so that the focus is there on customer satisfaction and internal coordination among sales and service

**Job Allotment**: Will allot the job of the service technicians for installation and service complaints in an optimized way so that the work gets completed within the specified time. It has to be so planned that the technicians don't have to wait for the job allotment in the morning.

**Passing Timely Vouchers**: Will pass the expense vouchers of technicians every day for the expenses. The rules for expenses that will be passed should be well defined so that there is no ambiguity and differences in the mind of technicians regarding the expenses passed.
- # Sales revenue generated per month

**Measurement Metrics** # Customer feedback: at least 50% should exceed expectations and less than 5% negative customer rating

**Competencies we are looking for...**

**Attributes List**
**Skills **Fluency in English

Persuasion skills
Rapport building skills
Telephone etiquette
Meeting Etiquette
Selling skills
Listening skills

**Knowledge of **Microsoft Word, Excel and Powerpoint

Fitting knowledge
Fault finding skills
Coordination skills

**Self-Image **Confident
Go-getter
Cool-Headed & friendly

**Traits **High energy
Persistent
Willingness to learn
Hospitable
Honest

**Motives **Hungry for personal growth
Win-Win Philosophy

**Salary**: ₹10,000.00 - ₹15,000.00 per month

**Benefits**:

- Cell phone reimbursement

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Saraidhella, Dhanbad - 828127, Jharkhand: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (preferred)

**Experience**:

- total work: 1 year (preferred)
- Supervising: 1 year (preferred)