Role & Responsibilities

- Manage day-to-day service calls, customer queries, complaints and service requests through the call centre/service desk.

- Coordinate with Field Service Engineers, Technical Service teams and other internal departments for timely resolution of customer issues.

- Monitor open/pending service calls and ensure timely follow-up and closure.

- Handle customer escalations and ensure effective resolution within defined timelines.

- Ensure accurate registration, categorization and documentation of service calls in CRM/ERP/service management systems.

- Monitor key service KPIs such as call response time, resolution time, pending calls, closure rate and customer satisfaction.

- Assist in managing and monitoring the performance of the customer service/call centre team.

- Prepare and maintain MIS reports related to service calls, complaints, escalations and team performance.

- Identify recurring customer/service issues and coordinate with the technical team for appropriate corrective action.

- Support service marketing activities including AMC/CMC, service contracts and other service-related offerings.

- Maintain solid customer relationships and ensure a high level of customer satisfaction.





- Support process improvements to enhance service efficiency, customer experience and turnaround time.

Preferred Candidate Profile

- Graduate in any discipline from a recognized university.

- 56 years of relevant experience in BPO, Call Centre, Customer Service, Customer Support or Service Operations.

- Candidates with experience in a Technical Call Centre, Technical Support, Service Desk or Technical Customer Service environment will be preferred.

- Experience in handling customer calls, complaints, service requests and escalations.

- Prior experience in team handling, process monitoring or supervisory responsibilities is preferred.

- Strong verbal and written communication skills with excellent customer-handling abilities.

- Valuable coordination, problem-solving and escalation-management skills.

- Comfortable working with CRM, ERP/service management systems and MS Excel.

- Experience in medical equipment, IVD/diagnostics, healthcare, engineering or other technical product/service industries will be an added advantage.

- Should be customer-focused, organized and capable of managing multiple service requests simultaneously.

📌 Assistant Manager Service Marketing (Mumbai)
🏢 Transasia Bio-Medicals
📍 Mumbai