General Manager Customer Service

Urgently Hiring for General Manager - Customer Service|| Mumbai ||

Profile : General Manager - Customer Service for HVAC

Experience- Min 12 Years

Ctc- upto 12 lpa (Depend on the interview)

Location- Mumbai

Working Days & Timings- 6 days (10 AM 7 PM)

Job Summary:

We are seeking a dynamic and experienced General Manager - Customer Service for HVAC to lead our customer service department. The successful candidate will be responsible for overseeing all aspects of customer service operations, including managing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. The GM-CS will also play a key role in developing and implementing strategies to improve service delivery and drive business growth.

Key Responsibilities:

1. Lead and manage the customer service team to ensure exceptional service delivery and customer satisfaction.
2. Develop and implement customer service policies and procedures to streamline processes and improve efficiency.
3. Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
4. Monitor customer service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
5. Collaborate with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience.
6. Develop and maintain strong relationships with key customers, addressing their needs and concerns proactively.
7. Stay updated on industry trends and best practices in customer service, incorporating new ideas and technologies to enhance service delivery.
8. Manage the customer service budget, ensuring efficient allocation of resources to meet departmental goals.
9. Lead by example, fostering a culture of teamwork, professionalism, and continuous improvement within the customer service team.
10. Prepare regular reports and presentations for senior management, summarizing customer service performance and initiatives.

Qualifications:

1. Bachelor's degree in mechanical/business administration, management, or a related field.
2. Proven experience in a senior management role overseeing customer service operations, preferably in the HVAC industry.
3. Strong leadership and communication skills, with the ability to inspire and motivate a team.
4. Excellent problem-solving and decision-making abilities, with a focus on delivering results.
5. In-depth knowledge of customer service principles and practices, with a customer-centric mindset.
6. Ability to work well under pressure and manage multiple priorities in a fast-paced environment.

Kindly note- After shortlisting application/CV/resume in screening, shortlisted applicant will get a call for further process from our end.