About Wakefit:
Wakefit is a leading and innovative company specializing in sleep and home solutions. We are on a mission to make people's lives better by providing high-quality products that improve sleep and enhance overall well-being. As we expand our product offerings, we are looking for an Assistant Manager who can manage the post delivery service for PAN India Ops with team to handle escalations. Also coordinate with Cross functional team in resolving the post delivery issues.
Job Description
- Deployment & SLA adherence of Post Sales Service process PAN India
- Constant monitoring of adherence to SOP at all locations
- Working with cross functional teams (all the Nodes involved in the post sales process) on constant improvement activities
- Ensuring the smooth process deliverance along with minimizing waste and maintaining optimum efficiency of the process
- Create and maintain detailed records of services, including their causes, resolutions and associated metrics
- Provide regular reports and analysis to the management to provide visibility of trends and areas of improvement.
- Implement best practices to enhance the overall Customer experience and reduce future escalations
- Maintain and improvise to develop a clear escalation process and workflow for handling Customer issues, timely and effective resolution
- Collaborate with Cross-functional teams to investigate, resolve and communicate solutions to Customers in a timely manner and drive process improvement and procedures
Skills required (Mandatory)
- Background in Post sales services management
- Experience in Team Handling
- Excellent stakeholder management skills.
- Excellent resolution and analytical skills
- Proven experience in a Customer-facing role, with a strong track record of issue resolution and keeping the business costing in control
- Go getter attitude & able to coordinate with various stakeholders for process deployment, changes & execution.
- Project management and process improvement skills are mandatory.
- Ability to take the full ownership of the reportees.
- Prior experience of coordination with PAN India regional & Zonal teams is a must.
