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21 It World Jobs
Manager- Service (Samsung)
It World
posted 14hr ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Customer Service Management:
- Managing a team of customer service representatives handling customer inquiries, complaints, and technical support related to mobile services.
- Monitoring customer satisfaction levels and identifying areas for improvement through feedback analysis.
- Resolving complex customer issues and escalating when necessary.
- Implementing strategies to enhance customer experience and build strong customer relationships.
- Managing a team of customer service representatives handling customer inquiries, complaints, and technical support related to mobile services.
- Service Operations Oversight:
- Monitoring service level agreements (SLAs) and ensuring timely resolution of service issues.
- Managing service delivery processes, including appointment scheduling, technician dispatch, and repair completion.
- Overseeing inventory management of mobile devices, parts, and accessories
- Analyzing service data to identify trends and potential issues impacting customer experience
- Monitoring service level agreements (SLAs) and ensuring timely resolution of service issues.
- Team Leadership and Development:
- Hiring, training, and developing a high-performing customer service team
- Providing coaching and mentoring to staff to improve technical knowledge and customer service skills
- Setting performance goals and evaluating team performance against key metrics
- Hiring, training, and developing a high-performing customer service team
- Technical Expertise:
- Staying updated on the latest mobile technologies, network capabilities, and service offerings
- Understanding technical aspects of mobile phone troubleshooting and repair processes
- Collaborating with technical teams to address network issues impacting customer service
- Staying updated on the latest mobile technologies, network capabilities, and service offerings
- Reporting and Analysis:
- Generating reports on key performance indicators (KPIs) related to service delivery, customer satisfaction, and cost efficiency
- Identifying areas for improvement based on data analysis and implementing corrective actions
- Communicating service performance metrics to senior management
- Generating reports on key performance indicators (KPIs) related to service delivery, customer satisfaction, and cost efficiency
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Manager roles with real interview advice
What people at It World are saying
Rating based on 1 Service Manager
review
Anonymous · Other
in Bhopal
Likes
I have freedom to how I am done the job which is asking to me most open discussion there no poor political atmosphere and no time boundaries to come to office or doing the works
- Salary - Good
+3 more
Dislikes
Growth is very slow
- Promotions - Poor
+1 more
Service Manager salary at It World
reported by
1
employee
with 5
years exp.
₹2.2
L/yr - ₹2.8
L/yr
69%
less
than the average Service Manager Salary in India
View more details
What It World employees are saying about work life
based on 28 employees
Strict timing
Monday to Saturday
Within city
Day Shift
It World Benefits
View more benefits
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