Head-Customer Service-Leading Retail Company-New Delhi

1 week ago

Delhi, Delhi, India Vsquare Consultants Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Customer Contact

  • Enforce the application of Central Brands policies
  • Ensure continuous assistance during office hours (all calls/emails to be

    answered)
  • Provide additional information on the repair estimates on Clients request
  • Feedback Administration team on how to improve cost estimates quality
  • Manage repair portfolio
  • Make sure estimated end-of-repair dates are well maintained
  • Manage the repairs sent to the Platform/Manufactures portfolio
  • Manage Customer claims for repairs and spare parts

  • Escalate difficult claim cases to Local/Central Brand representatives

    exchange)

  • Enhance the Customer Centric spirit within the team

Admin Operations

  • Registration : Make sure all store repairs are registered as per defined SLA and transferred
  • Estimate : Make sure estimates are produced
  • Ensure quality of estimates produced
  • Final control/Invoicing : Ensure final commercial control
  • Ensure continuous flow
  • Perform WIP monitoring at each step

Spare Parts

  • Monitor repairs in waiting for spare parts status and perform lead time analysis
  • Report spare part delays to Regional Spare Parts team

Audits and Inventories

  • Organize and perform yearly inventory of repairs and spare parts
  • Organize and perform rotating inventory of repairs and spare parts
  • Share with the team results of the inventories and share responsibilities
  • Perform audits on client communications such as estimates sent or emails

Network

  • Do regular visit to the external partners
  • Perform annual audits on authorized external workshops

Projects and continuous improvement

  • Managing the teams and Work environment
  • Lead daily Morning meetings
  • Allocation of the workload between the Customer Contact Admin, manage

    priorities, prevent from any backlog in operations
  • Conduct performance appraisals, monitors and authorizes day-off, vacation &

    Sick Leaves
  • Act as a trainer/coach for the team and individuals
  • Update any changes (job descriptions), proposes replacements and

    participates in the hiring steps
  • Develop & manage the team careers. Identify and develop talents
  • Maintain a 5S work environment for Customer Contact Admin

Managing the teams and Work environment

  • Lead daily Morning meetings
  • Allocation of the workload between the Customer Contact Admin, manage

    priorities, prevent from any backlog in operations
  • Conduct performance appraisals
  • Act as a trainer/coach for the team and individuals
  • Update any changes (job descriptions), proposes replacements and

    participates in the hiring steps
  • Develop & manage the team careers. Identify and develop talents
  • Maintain a 5S work environment for Customer Contact Admin

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