Customer Service Manager

1 week ago

New Delhi India Ifcci Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position: Customer Service Manager Location: Delhi Company Profile - ForIFCCI's client – for a Luxury Maison Mission - As the CustomerService Manager, you would be responsible for overseeing customer serviceoperations and external partnerships for repairs and spare parts across India.This includes managing B2B relationships (boutiques, retailers,subcontractors), supervising admin processes and logistics, and ensuringcompliance with Central Brands policies.Key Responsibilities: Customer ContactApply Group organization templates and enforce Central Brands policies.Ensure continuous assistance during office hours and timely responses to calls/emails.Manage repair portfolios, customer claims, and communication of end -of -repair dates.Escalate complex claims to local or central brand representatives.Share dashboards and KPIs with local teams, boutiques, and subcontractors.Conduct annual user account reviews and promote a customer -centric mindset.Report weekly to Dubai superior, the situation based on KPI and extraordinary topics.AdminOperationsOversee repair registration as per defined SLA.Ensure timely and accurate estimate production, aligned with brand policies.Manage final control and invoicing accuracy.Monitor work -in -progress (WIP), address anomalies, and reallocate resources as needed.Promote versatility and adaptability within the team.Spare PartsMonitor repairs waiting for spare parts and analyze lead times.Report delays to the regional spare parts team.Communicate delays transparently to boutiques and external partners.Auditsand InventoriesOrganize and conduct yearly and rotating inventories of repairs and spare parts.Share inventory results and responsibilities with the team.Perform audits on client communications (estimates, emails).NetworkOrganize training for external partners on Booster, repair flows, etc.Conduct regular visits to external partners to assess needs.Maintain consigned JADE spare parts inventories with subcontractors.Perform annual audits on authorized external workshops.Projects and Continuous ImprovementParticipate in transversal projects and department meetings.Implement STREAM procedures and propose new improvement initiatives.Assess admin process needs and present action plans.Managingthe Teams and Work EnvironmentLead daily morning meetings and allocate workloads.Prevent backlogs and manage priorities.Conduct performance appraisals, manage leaves, and support team career development.Act as a coach and trainer, maintain updated job descriptions, and propose replacements.Ensure a 5S work environment and foster teamwork.Skills and Experience:3–5 years in customer service, preferably as a senior executive or in a similar supervisory position.Advanced computer skills (Excel, Word, PDF).Fluency in English (spoken and written); additional languages are a plus.Good communication and commercial skills.Strong management capabilities.ToApply :Email your CV to:  Mention "Customer Service Manager" in the subject line

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