Customer Service Manager

Role overview

We are hiring a seasoned Service Manager to oversee complete service operations for premium audio products in Delhi. This role focuses on service quality, team leadership, escalation handling, diagnostic coordination, KPI tracking, turnaround-time control, and delivering a high-end customer experience across the service function.

Core responsibilities

• Run end-to-end service operations for the allocated audio electronics and home appliance brands.
• Guide and monitor service engineers and technicians to maintain strong productivity and consistent output.
• Make sure repair diagnosis, servicing, and closure of requests happen within the defined turnaround timelines.
• Resolve customer escalations promptly while protecting a premium service experience.
• Work closely with brand partners, distributors, service centers, and internal teams for technical and operational coordination.
• Track and improve service metrics such as TAT, CSAT, First-Time Resolution, team productivity, and closure of pending cases.
• Supervise repair standards, spare-part planning, and inventory control so service delivery remains uninterrupted.
• Keep service data accurate and updated in CRM tools such as Zoho, Salesforce, or comparable platforms.
• Handle warranty approvals, service records, reporting, and day-to-day operational planning.
• Prepare periodic service performance reports and present practical insights to management.
• Ensure all service activity follows brand standards, company policies, and quality procedures.
• Spot improvement opportunities and implement process changes that increase efficiency and customer satisfaction.
• Contribute to training and capability-building efforts for service staff to strengthen technical skills and service quality.

Required profile

• Strong knowledge of consumer electronics and service processes for audio products.
• 6 to 8 years of relevant experience in service operations, including team handling and customer escalation management.
• Familiarity with product diagnosis, repair workflows, and service center functioning.
• Practical exposure to CRM and service management systems such as Zoho, Salesforce, or similar software.
• Ability to monitor and improve service KPIs, including TAT, CSAT, and First-Time Resolution.
• Sound problem-solving and decision-making ability with a strong customer-first mindset.
• Excellent verbal and written communication, interpersonal, and stakeholder coordination skills.
• Good analytical ability and reporting skills, including preparation of service performance reports.
• Proven leadership skills with experience in team development and performance management.
• Background with premium or luxury consumer electronics brands will be considered an advantage.

Education and experience

A B.Tech degree is required, preferably in Electronics and Communication Engineering, Electronics Engineering, Electronics and Telecommunication Engineering, or Electronics and Instrumentation Engineering. The ideal candidate should have 6 to 8 years of experience in consumer electronics or audio service management.

Additional information

This is a full-time, onsite position based in Delhi, India. No stipend or salary details were provided in the source. The vacancy count, joining date, and application deadline were not specified.