Role & responsibilities

- Manage and supervise the service coordination team and assign daily responsibilities.
- Monitor team performance, productivity, follow-ups, and pending tasks.
- Ensure team members follow proper procedures and meet defined timelines.
- Conduct regular reviews and provide guidance to improve team efficiency.
- Coordinate with authorized service centres to monitor service requests and pending cases.
- Review service centre performance and ensure timely complaint resolution.
- Address operational issues and escalate critical matters to senior management when required.

Maintain effective communication with service partners
- Oversee customer complaints from registration to final resolution.
- Monitor pending, delayed, and escalated complaints and ensure timely action.
- Analyze recurring complaints and identify the root causes of service issues.

Handle critical customer escalations and ensure appropriate corrective action
- Coordinate with warehouse teams for spare parts availability and timely dispatch.
- Monitor pending dispatches, delivery delays, and service-related requirements.




- Resolve coordination issues between warehouses and service centres.
- Ensure regular updates on dispatch status and related operational concerns.

Preferred candidate profile

- Graduate in any discipline; relevant management qualifications will be an advantage.
- Experience in service management, after-sales operations, or customer service.
- Robust team management, leadership, and decision-making skills.
- Good analytical, problem-solving, and communication abilities.
- Working knowledge of MS Excel, MS Office, and reporting.
- Ability to manage multiple responsibilities and meet deadlines.
- Strong follow-up skills and the ability to handle escalations effectively.
- Experience in home appliances, electronics, or consumer durables.
- Experience managing service teams, authorized service centres, and warehouse coordination.
- Experience in complaint analysis, performance monitoring, and process improvement.

📌 Service Manager (New Delhi)
🏢 Baltra Home Appliances
📍 New Delhi