Head of Customer Service

Role Overview

Results-oriented leader responsible for managing end-to-end after-sales service operations. Focus on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency.

Key Responsibilities

Lead and oversee all after-sales service operations across multiple touchpoints.

Manage 75+ employees, 2,000+ field technicians, and 350+ service centres.

Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes.

Monitor SLAs to ensure timely resolution of customer issues.

Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations.

Manage spare parts inventory, demand planning, and vendor coordination.

Drive process improvement through data analysis and customer feedback.

Deliver technical training for service engineers and support new product launches.

Build strong customer relationships and enhance brand loyalty.

Technical Skills

CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, Process Improvement

Core Competencies

Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, Team Leadership & Development

Soft Skills

Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, Strategic Thinking

Qualifications

Engineering Graduate/Postgraduate in Business Administration, Operations, or related field (preferred).

1015+ years of experience in customer service/after-sales operations.

Proven record in managing large-scale service networks and driving operational excellence.