Consultant - After Sales Services - Consumer Appliances - Consulting Firm - Contractual Role (6-8 yrs)

Our client, a global consulting firm, is seeking to onboard a professional with significant expertise in after-sales service for consumer appliances. This is for a project aimed at optimizing customer satisfaction and operational excellence in the consumer appliances sector.

The opportunity is for an initial 3 to 6-month contract, with the potential to extend up to 12 months based on performance and project requirements. The ideal candidate will have a blend of hands-on experience in appliance after-sales service and consumer experience roles in digital domains, such as food delivery platforms like Swiggy.

Key responsibilities:

After-Sales Service Excellence:

- Develop and implement strategies to enhance after-sales service operations for consumer appliances.

- Optimize service protocols to ensure minimal downtime and maximum customer satisfaction.

Consumer Experience Optimization:

- Leverage insights from digital consumer platforms to design seamless customer journeys.

- Introduce innovations to improve client interactions and service personalization.

Operational Process Improvement:

- Identify bottlenecks in service delivery and propose actionable solutions.

- Drive initiatives to streamline repair, maintenance, and customer communication workflows.

Performance Monitoring and Reporting:

- Set up KPIs to track after-sales service performance.

- Provide detailed reports and recommendations for continuous improvement.

Team Coordination and Stakeholder Engagement:

- Collaborate with cross-functional teams to align service standards.

- Act as the primary point of contact for escalations and critical service issues.

Your background:

- Experience: Minimum of 6-8 years of professional experience, with a significant focus on after-sales service in the consumer appliance sector. Exposure to consumer experience roles in digital industries is an added advantage.

Education: Bachelor's degree in Business Administration, Engineering, or a related field is required.

Skills: Proven track record in managing large-scale after-sales operations, problem-solving, and client satisfaction. Proficiency in data analytics and CRM tools is preferred.

This full-time, on-site role requires active stakeholder engagement to ensure effective service delivery and customer satisfaction. The candidate must be prepared to work closely with the client team to drive impactful outcomes over the project duration.