Customer Service Manager

Location

Noida | India

Job description

Company Description

VEGA is a household brand that believes in living a life of style and simplicity. We are a pioneer of At-Home head-to-toe Styling and Grooming. Our brand voice, #BeGenFree, aims to empower consumers to embrace their freedom of styling and expression. With a diversified DIY portfolio, we create waves of happiness with meticulous grooming tips, tricks, and DIYs.

Location: Sector 80, Noida Phase 2 

Work Experience:  Around 8-10 Years or as decided by interviewer.

Qualification and other traits : Incumbent should be a Graduate/PG in with relevant experience in handling PAN India service centers operations.

Role Description

This is a full-time on-site role for a Customer Service Manager located in Noida. The Customer Service Manager will be responsible for managing customer support operations, overseeing customer satisfaction, and utilizing analytical skills to identify and resolve issues. They will also be responsible for effective communication with customers and internal teams.

Work Experience : Around 8-10 Years or as decided by interviewer.

Qualification and other traits : Incumbent should be a Graduate/PG in with relevant experience in handling PAN India service centers operations.

Responsibilities:

• Team Management & Development : - Managing all Team reportees, training & monitoring the performance of team to ensure efficiency.
• Sales Channel Management: -Regular Coordination with National Sales Head, Zonal Heads, Distributor's & Sales Team for resolving their issues pertaining to Retailers issues, customer complaints, clearance and grievances promptly.
• Service Centre Network Expansion: – Propose & execute the Service Expansion plan to support sales & to increase the foot prints for better customer reaches and with a parallel assurance of meeting ROIs of Outlet Partners.
• CRM & Mobile Application: Getting the report generated through CRM enabled Mobile App & Incentives calculations. 
• Audit of Service Centre: -Quarterly Reviewing ASC's SOP compliance, Parts consumption trends, Inventory Audit, Fake Calls, defective inventory audit, Multiple calls Audit, Repeat calls logins and customer's Overcharging cases, Call centre feedback.
• Manage cost of Service - Managing cost of service by ensuring 100% regular review & adherence on policy, Control on Inventory Consumption, Proper claim validations, and control on Logistics expenses. 
• Product Feedback Management: -- Co-ordination with Centres / Factory & Product Team for product Quality Feedback , field technical issues/feedback and organising the Field Testing for New Products 

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Relevant skills and qualifications would also include experience in the beauty or grooming industry, proficiency in relevant software and tools, and strong leadership skills.

Job tags

Salary