Customer Service Manager

Company Description

BPE INNOVATIONS Private Limited is a company based in A-19/23, Plot Zeta, Sahibabad, Ghaziabad, Uttar Pradesh, India. The company focuses on providing innovative solutions and services in the Ghaziabad area.

As a Service Manager, you will oversee and lead a team of service professionals to ensure excellent customer service and efficient operations. Your role involves managing day-to-day service activities, driving customer satisfaction, and ensuring that service delivery meets the companys standards. You will be responsible for developing strategies to improve service performance, managing resources, and ensuring compliance with safety and operational protocols.

Key Responsibilities:
 Leadership & Management:
 Lead and mentor a team of service technicians, coordinators, and support staff.
 Set performance goals, conduct regular reviews, and provide training to enhance team skills.
 Foster a positive and collaborative work environment.
 Customer Service:
 Ensure a high level of customer satisfaction by managing service quality and addressing customer concerns promptly.
 Develop and implement strategies to improve customer service experience.
 Monitor customer feedback and make recommendations for service improvements.
 Operational Management:
 Oversee day-to-day service operations, including scheduling, workflow management, and resource allocation.
 Ensure that all service activities comply with company policies, industry regulations, and safety standards.
 Manage service contracts, warranties, and maintenance schedules.
 Financial Management:
 Prepare and manage the service department budget, including labor costs, parts, and other expenses.
 Monitor and report on key performance indicators (KPIs) related to service revenue, costs, and profitability.
 Identify opportunities to optimize costs and improve operational efficiency.
 Continuous Improvement:
 Implement best practices for service delivery and continuously seek ways to improve processes.
 Stay updated on industry trends and advancements in service management.
 Lead initiatives to introduce new tools, technologies, or processes that enhance service capabilities.
 Stakeholder Engagement:
 Collaborate with other departments (e.g., sales, operations, and finance) to ensure alignment on service objectives.
 Act as the primary point of contact for escalated service issues and complex problem resolution.
 Build and maintain relationships with key customers, suppliers, and partners.

Qualifications:
 Bachelors degree in Business Administration, Engineering, or a related field.
 Minimum 3 years of experience in service management or a related role.
 Strong leadership skills with the ability to manage and motivate a diverse team.
 Excellent problem-solving, decision-making, and communication skills.
 Proven ability to manage budgets and drive operational efficiency.
 Experience with customer relationship management (CRM) systems and service management software.
 Knowledge of industry standards and regulations related to the service field.
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