Apply on Kit Job: kitjob.in/job/4gmd92

Drive end-to-end customer support and service center operations, ensuring a seamless aftersales experience, faster resolutions, and consistently high customer satisfaction.

Key Responsibilities:

• Lead, train, and manage a team of Customer Service Executives across calls, emails, chats, and service requests

• Track and improve key performance metrics like AHT, FCR, CSAT, NPS, and overall resolution efficiency

• Ensure smooth execution of service SOPs, handle escalations, and drive timely issue resolution

• Manage end-to-end aftersales for Narwal, including coordination with service centers and stock management

• Work closely with operations, demo teams, repair partners, and logistics to ensure faster turnaround times

• Build and refine SOPs to streamline processes and improve service quality

• Publish weekly and monthly performance reports with explicit, actionable insights





• Capture customer feedback and translate it into process improvements and better service workflows

• Maintain a premium, high-quality customer experience aligned with global standards

Key Skills & Competencies:

• 5+ years of experience in customer service, with at least 2 years in a team lead/managerial role

• Strong team management skills with the ability to coach, guide, and drive performance

• Good analytical skills with a strong grip on KPIs and performance tracking

• Clear communication and strong escalation handling ability

• Hands-on experience with CRM tools (Zoho or similar) and contact center operations

• Experience in handling premium brands or home appliances will be an added advantage

Apply on Kit Job: kitjob.in/job/4gmd92

📌 Customer Delight Lead (Ahmedabad)
🏢 NARWAL INDIA
📍 Ahmedabad