Head of Customer Service

1 week ago


Chennai, Tamil Nadu, India Butterfly Gandhimathi Appliances Ltd Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Role Overview

Results-oriented leader responsible for managing end-to-end after-sales service operations. Focus on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency.

Key Responsibilities


• Lead and oversee all after-sales service operations across multiple touchpoints.


• Manage 75+ employees, 2,000+ field technicians, and 350+ service centres.


• Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes.


• Monitor SLAs to ensure timely resolution of customer issues.


• Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations.


• Manage spare parts inventory, demand planning, and vendor coordination.


• Drive process improvement through data analysis and customer feedback.


• Deliver technical training for service engineers and support new product launches.


• Build strong customer relationships and enhance brand loyalty.

Technical Skills

CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, Process Improvement

Core Competencies

Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, Team Leadership & Development

Soft Skills

Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, Strategic Thinking

Qualifications


• Engineering Graduate/Postgraduate in Business Administration, Operations, or related field (preferred).


• 10–15+ years of experience in customer service/after-sales operations.


• Proven record in managing large-scale service networks and driving operational excellence.



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