Job Description

- Develop and implement a comprehensive customer service strategy aligned with the company’s vision and business objectives across India.
- Lead and manage the nationwide customer service team to ensure consistent, high-quality service delivery.
- Establish and monitor service level agreements (SLAs) to ensure timely resolution of customer issues and inquiries.
- Drive initiatives to improve customer satisfaction, retention, and loyalty at a national scale.
- Design and implement customer feedback mechanisms and analytics to identify trends and areas for improvement.
- Collaborate with cross-functional teams including sales, technical support, and logistics to ensure seamless customer experience.
- Standardize customer service processes and protocols across all regions for uniformity and efficiency.
- Manage escalations and critical customer issues with a focus on swift resolution and maintaining long-term relationships.
- Oversee training and development programs to continuously enhance the skills and knowledge of the customer service team.
- Provide regular performance reports and insights to senior leadership for strategic decision-making




- Quality Audits conducted
- Customer Satisfaction: National average CSAT and NPS scores.
- Project Delivery: Percentage of installations completed on time and within budget across all regions.
- Service Efficiency: Average response and resolution time for service requests nationwide.
- Quality Compliance: First-time-right installation rate and reduction in rework instances.
- Safety Compliance: Number of safety incidents reported during installation and service activities.
- Team Performance: Employee productivity metrics, training completion rates, and retention levels.
- Operational Cost Control: Adherence to budgetary constraints and optimisation of resource utilisation.
- Process Standardisation: Implementation status and adherence rates of SOPs across regions.
- Stakeholder Engagement: Feedback scores from key clients, vendors, and internal teams.

Short Info

- Posted: 1 day(s) ago

- Location: Vikhroli

- Qualifications: BE/ B.Tech – Mechanical

- Experience: 15 Years - 0 Months To 20 Years - 0 Months

📌 Head-Customer Service Storages (Vikhroli)
🏢 Blue Star India
📍 Vikhroli