Deputy Manager - Customer Service

- Execute the customer service strategy for all products and brands of the HEB vertical

- Build sustainable competitive advantage in the operations.

- Develop an annual plan for customer service function to achieve the decided levels of customer service delivery.

- Analysis of business results, directing corrective action, and reviewing processes to identify improvements

- Ensure customer satisfaction by ensuring excellent service deliveries like TAT, SDS, First Time Fix, CSAT,CNPS & Repeat repairs

- Monitor/ Review the performance of HEB team & Service centers

- Ensure no escalation from trade & end customers

- Ensure data sanctity/ accuracy in CRM

- Timely settlement of trade warranty claims.

- Ensure timely Charge back from vendors

- Ensure timey action on Product Quality issues reported from field

- Ensure pre-planned market visits of HEB team & timely settlement of trade defectives

- Monitor successful implementation of quality systems and standards in the service departments.

- Service Cost Analysis vis a vis sales

- Takes Initiatives in proposing & getting the new ideas executed

Note - We need someone from Home electrical business only Product like: Fans Switches Companies: Havells, Usha, Bajaj etc

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