Job Summary

We are looking for an experienced and customer-oriented Customer Service Head to lead and manage the customer service operations. The candidate will be responsible for ensuring customer satisfaction, handling dealer and distributor relationships, resolving customer grievances, improving service quality, and strengthening customer engagement. The role will also focus on supporting business growth through effective coordination, service management, and channel relationship development.

Key Roles & Responsibilities

- Team Leadership: Lead, manage, and monitor the customer service team to ensure efficient service delivery and achievement of departmental targets.
- Dealer & Distributor Management: Build and maintain robust relationships with existing dealers and distributors to ensure customer satisfaction and business continuity.
- Channel Expansion: Identify potential dealers and distributors, develop new channel partnerships, and support business expansion.
- Customer Grievance Management: Handle escalated customer complaints, resolve service-related issues, and ensure timely closure of customer concerns.
- Service Operations: Develop and implement customer service processes, policies, and standard operating procedures (SOPs).
- Customer Relationship Management: Maintain regular communication with customers, dealers, and distributors to understand their requirements and improve service experience.
- Cross-Functional Coordination: Coordinate with Sales, Technical, Service,



Warehouse, and Operations teams to resolve customer issues effectively.
- Performance Monitoring: Track customer service KPIs, team productivity, complaint resolution time, customer satisfaction, and service quality.
- Reporting & Analysis: Prepare regular MIS reports on customer complaints, service performance, customer feedback, and team activities.
- Process Improvement: Identify service gaps and implement strategies to improve operational efficiency and customer retention.

Key Goals & Objectives
- Improve overall customer satisfaction and customer retention.
- Strengthen dealer and distributor relationships while expanding the distribution network.
- Ensure faster complaint resolution and improve the overall customer service experience.

Required Skills & Competencies
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Expertise in customer relationship and grievance management.
- Strong dealer and distributor relationship management.
- Problem-solving and decision-making abilities.
- Knowledge of CRM software, ERP systems, and MIS reporting.
- Ability to manage customer service operations and performance metrics.
- Strong negotiation and conflict-resolution skills.

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits

- Health insurance
- Internet reimbursement
- Paid sick time
- Provident Fund

Work Location: In person

📌 Customer Service Head (Bhubaneswar)
🏢 SURYA INTERNATIONAL
📍 Bhubaneswar