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Customer Service Manager
2 weeks ago
Job Description – Service Manager (Doorstep Customer Service)
(Reports to: Operations Head / CEO)
About the Company
Our client is a fast-growing retail bicycle chain known for delivering quality products and superior customer experience. As part of its expansion, the company is strengthening its doorstep customer service operations and is seeking an experienced Service Manager to lead and manage the service function.
Position Overview
The Service Manager will be responsible for managing and scaling the doorstep service operations, ensuring top-notch customer experience. This role will oversee technicians, mechanics, and fitters, while also setting service standards, monitoring performance, and ensuring timely and efficient resolution of customer service requests.
Key Responsibilities
- Lead and manage the doorstep bicycle service operations across assigned regions.
- Supervise and coordinate a team of technicians, mechanics, and fitters to deliver timely and high-quality customer service.
- Develop and implement standard operating procedures (SOPs) for doorstep services.
- Monitor service requests, allocate resources, and ensure efficient closure of cases.
- Handle customer escalations and ensure a seamless customer experience.
- Train, coach, and upskill the service team to meet technical and behavioral standards.
- Track and report KPIs such as turnaround time, first-time fix rate, and customer satisfaction scores.
- Collaborate with sales and operations teams to align service delivery with overall business goals.
- Ensure tools, spare parts, and equipment are managed efficiently for field teams.
- Drive continuous improvement initiatives in service processes and customer engagement.
Required Skills & Qualifications
- Graduate in Engineering / Technical / Business Management or related field (MBA preferred but not mandatory).
- 5–8 years of relevant experience in managing field service/customer service operations (preferably in consumer durables, automobiles, two-wheelers, or similar industries).
- Proven experience in managing field technicians and service staff.
- Strong understanding of doorstep/field service management systems.
- Excellent leadership, communication, and customer handling skills.
- Proficiency in MS Excel, CRM tools, and service management software.
- Ability to work in a fast-paced, growing retail environment.
What We Offer
- Opportunity to lead service operations for a leading bicycle retail chain.
- High-growth career path with exposure to modern customer service models.
- Competitive compensation with performance-linked incentives.
Job Types: Full-time, Permanent
Pay: ₹30, ₹40,000.00 per month
Benefits:
- Provident Fund
Application Question(s):
- Are you willing to travel within Chennai to customer locations?
- Are you a immediate joiner?
- Do you have any customer managing experience in door step service?
Work Location: In person
Speak with the employer
