Customer Service Operation Manager

1. Customer Support Management
• Ensure oversee with the call center for allocation of customer service requests and monitor adherence to Turnaround Time (TAT).
• Oversee call center reports and workflows to ensure the assigned calls are getting attended as per the Timeline.
• Manage escalations and resolve customer issues promptly and effectively.
2. Field Operations Oversight
• Monitor and enhance the productivity of service engineers to ensure efficient service delivery.
• Coordinate with engineers and backend teams to address customer concerns and complete service calls.
3. Inventory & Logistics Coordination
• Oversee spare parts dispatch processes to ensure timely delivery for service requests.
• Implement and maintain Minimum Stock Level (MSL) plans to meet operational demands.
4. Financial Activities
• Handle AMC (Annual Maintenance Contract) invoicing to ensure accurate and timely billing.
• Develop strategies to increase revenue through efficient customer service operations.
• Process and validate engineer claims in compliance with company policies.
5. Team & Administrative Management
• Supervise backend operations and office activities to maintain smooth workflows.
• Support team members in aligning with organizational objectives and maintaining service excellence.
• Manage day-to-day office administration tasks.
6. Reporting & Process Improvement
• Prepare and analyze operational reports to identify trends and opportunities for improvement.
• Adherence to process enhancements to improve service delivery and customer satisfaction.

Education: Bachelors degree in business administration, Operations Management, or a related field; an MBA or equivalent advanced degree is preferred.

• Experience: 5+ years in customer service operations or related managerial roles.
• Technical Skills: Proficiency in CRM systems, MS Office Suite, and operational reporting tools.
• Key Competencies:
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Customer-centric mindset with a focus on service excellence.
• Analytical and problem-solving skills.