Job Description Zonal Manager Customer Service

Department: Customer Service / Service Operations
Designation: Zonal Manager Customer Service
Reporting To: National Customer Service Head / Head of Service Operations
Geographical Coverage: Assigned Zone (Multiple States)

1. Job Purpose

To manage and drive end-to-end customer service operations across the assigned zone, ensuring timely case resolution, customer satisfaction, service quality, operational efficiency, and adherence to company SOPs and defined TATs.

The Zonal Manager will be responsible for managing regional service teams, coordinating with service centres, engineers, logistics, warehouse, and internal departments to ensure smooth service operations and achieve business targets.

2. Key Responsibilities

A. Customer Service Operations

Manage end-to-end customer service operations across the assigned zone.

Ensure timely resolution and closure of customer complaints within defined TAT.

Monitor pending cases, ageing cases, repeat complaints, and escalations.

Drive closure of cases pending for more than 7, 15, and 30 days.

Ensure customer communication is solution-oriented and proactive.

Handle critical customer escalations and ensure permanent resolution.

B. TAT & SLA Management

Maintain response time as per defined company SOP.

Ensure PAN India service visit TAT compliance within the assigned zone.

Monitor TAT breaches and take corrective actions.

Ensure replacement and spare-part dispatch within 48 hours of approval/request, wherever applicable.

Maintain minimum 80% compliance for replacement and part dispatch timelines.

Review daily TAT performance and take necessary action to avoid delays.

C. Team Management & Performance

Manage and monitor the performance of regional teams, service coordinators, and telecaller teams.

Allocate responsibilities and ensure proper follow-up on assigned cases.





Conduct daily and weekly performance review meetings.

Set individual and team-wise targets for case closures.

Identify performance gaps and implement improvement plans.

Ensure proper coordination and accountability within the team.

D. Case Management & Analysis

Conduct case-to-case analysis for every major customer complaint.

Prepare zone-wise and bucket-wise pending case reports.

Analyse cases based on ageing, product category, complaint type, and resolution status.

Identify the root cause of repeat complaints and long-pending cases.

Ensure accurate case updates in CRM/Magento or other company systems.

Maintain proper documentation of customer complaints, actions taken, and final resolution.

E. Replacement, Repair & Logistics Coordination

Coordinate with warehouse, logistics, technical, and engineering teams.

Ensure timely replacement approvals and dispatches.

Monitor defective unit collection and reverse logistics.

Track replacement units and spare-part availability.

Follow up on delayed shipments and ensure timely delivery.

Ensure proper closure of replacement and repair-related customer cases.

F. Customer Satisfaction & Escalation Management

Maintain high customer satisfaction across the assigned zone.

Handle high-priority and management-level escalations.

Ensure customers receive regular updates until final resolution.

Minimise repeat complaints and unnecessary customer follow-ups.

Monitor customer feedback and implement corrective measures.





Ensure customer commitments are fulfilled within the agreed timelines.

G. Reporting & Review

Share daily, weekly, and monthly performance reports with management.

Monitor zone-wise case closures and pending case ageing.

Track team productivity and individual performance.

Prepare action plans for critical and long-pending cases.

Review operational KPIs and take corrective actions.

Maintain complete transparency in reporting and dashboard updates.

3. Required Skills & Competencies

Robust leadership and team management skills.

Excellent customer handling and escalation management.

Strong analytical and problem-solving abilities.

Knowledge of service operations and complaint management.

Good coordination with cross-functional departments.

Ability to manage multiple states and regional teams.

Strong knowledge of Excel, MIS, dashboards, and CRM/Magento.

Excellent communication and decision-making skills.

Ability to work under pressure and achieve closure targets.

4. Qualification & Experience

Graduate in any discipline; MBA in Operations or Management preferred.

5-8 years of experience in customer service/service operations.

Minimum 2-3 years of team-handling or managerial experience.

Experience in managing multi-location or zonal operations preferred.

Experience in electronics, IT hardware, laptop, or consumer durable service operations will be an advantage.

5. Expected Deliverables

The Zonal Manager will be accountable for:

Achieving monthly case closure targets.

Reducing cases pending beyond 15 days.

Maintaining service TAT and SLA compliance.

Improving customer satisfaction.

Ensuring timely replacement and spare-part dispatch.

Improving team productivity and accountability.

Maintaining accurate CRM/Magento data.

Ensuring effective coordination between service centres, engineers, logistics, and internal teams.

📌 Zonal Manager Customer Service (Navi Mumbai)
🏢 Gng Electronics
📍 Navi Mumbai