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Service Excellence Lead
5 days ago
Key Performance Indicators (KPIs)
The Service & Operational Manager will be measured by various KPIs, including customer satisfaction ratings, order delivery times, and resolution rates of customer complaints.
Duties and Responsibilities
- Deliver Customer Services related KPIs.
- Work closely with the Sales team to deliver customers' orders on time and as per defined priorities.
- Closely coordinate with Planning, Supply Chain, Production, and Distribution teams to ensure timely delivery of orders / required services to customers.
- Take customers' queries on Company products, services, tools, and serve them appropriately.
- Handle customer complaints quickly and solve within defined timelines to achieve Customers' satisfaction.
- Investigate customers' complaints/concern, find out root causes, and apply permanent solutions.
- Coordinate with QA and Operation teams to address customer complaints promptly.
- Escalar cases to senior management and cross-functional teams when necessary to avoid potential risk.
Benefits
The successful candidate will receive a comprehensive benefits package, including health insurance, gratuity, incentive bonus, leaves, life insurance, medical, provident fund, and sports and entertainment facilities.
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