Service Consultant - After Sales - Consumer Healthcare - Consulting Firm - Contractual (6-12 yrs)

Project description:

Our client, a global consulting firm, is working on a transformation project for a consumer durables firm. They are looking to overhaul their after-sales service and optimise the post-purchase customer experience for our appliances. The ideal candidate will ensure exceptional service quality, manage service networks, and enhance customer satisfaction and loyalty.

Key Responsibilities:

Customer Support and Satisfaction:

- Develop and implement strategies to ensure high levels of customer satisfaction.

- Handle escalated service issues and resolve customer complaints promptly.

- Monitor customer feedback and implement improvements to enhance the service experience.

Service Operations Management:

- Manage and oversee all after-sales service operations, including installation, maintenance, and repair services.

- Set up and manage service centers and authorized service partners in key locations.

- Ensure adherence to service quality standards and turnaround time commitments.

Team Leadership:

- Recruit, train, and lead service technicians and support staff.

- Develop performance metrics and ensure the team meets service delivery goals.

- Provide technical guidance and upskilling opportunities to the service team.

Warranty and spare parts management:

- Manage warranty claims and ensure timely resolution of warranty issues.

- Oversee the inventory and availability of spare parts to minimize service downtime.

- Collaborate with procurement teams to ensure cost-effective spare parts management.

Process and System Optimization:

- Design and implement efficient processes for after-sales services.

- Utilise customer relationship management (CRM) tools to track service requests and monitor performance.

- Identify bottlenecks and drive continuous improvements in service operations.

Reporting and Analytics:

- Maintain detailed records of service operations and prepare regular performance reports.

- Analyse service trends and provide insights to product and marketing teams.

- Track key performance indicators (KPIs) such as response times, first-time resolution rates, and customer satisfaction scores.

Skills and Key Attributes

- Experience: 5-10 years in after-sales service roles, preferably in the appliance or consumer durables industry.

- Technical Skills: familiarity with appliance products and troubleshooting techniques.

- Customer Orientation: Strong problem-solving skills with a focus on delivering outstanding customer experiences.

- Leadership: Proven experience in managing and motivating teams.

- Communication: Excellent verbal and written communication skills for interacting with customers and internal teams.

- Analytical skills: proficiency in analyzing data and using insights to optimise processes.

This is a contractual role for 12 months based out of Mumbai.