• 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.
Qualifications: BE/ B.Tech – Mechanical
Source: Blue Star careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Blue Star is an employer in the Consumer Durables sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam Ki Khoj is not affilia... Read More
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