Head of Customer Service

Role Overview

Results-oriented leader responsible for managing end-to-end after-sales service operations. Focus on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency.

Key Responsibilities

• Lead and oversee all after-sales service operations across multiple touchpoints.

• Manage 75+ employees, 2,000+ field technicians, and 350+ service centres.

• Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes.

• Monitor SLAs to ensure timely resolution of customer issues.

• Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations.

• Manage spare parts inventory, demand planning, and vendor coordination.

• Drive process improvement through data analysis and customer feedback.

• Deliver technical training for service engineers and support new product launches.

• Build strong customer relationships and enhance brand loyalty.

Technical Skills

CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, Process Improvement

Core Competencies

Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, Team Leadership & Development

Soft Skills

Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, Strategic Thinking

Qualifications

• Engineering Graduate/Postgraduate in Business Administration, Operations, or related field (preferred).

• 10–15+ years of experience in customer service/after-sales operations.

• Proven record in managing large-scale service networks and driving operational excellence.