Service Operations Manager

As a Service Operations Manager, you will be responsible for handling customer complaints, coordinating service operations, and ensuring timely resolution of aftersales issues. Your role will involve assigning service engineers for home service visits, approving service partner invoices, maintaining structured complaint records, and keeping customers informed throughout the service process. Key Responsibilities: - Manage customer complaints related to products such as induction cooktops, infrared cooktops, rice cookers, pressure cookers, and cookware. - Generate and track unique complaint numbers for each case. - Ensure quick and effective resolution of service issues. - Assign service engineers for home service based on location and availability. - Coordinate with service partners to ensure timely visits and issue resolution. - Monitor turnaround time and service quality. - Regularly update customers on complaint status and progress. - Handle escalations professionally and ensure customer satisfaction. - Follow up until complete closure of the complaint. - Verify and approve invoices submitted by service partners. - Ensure billing accuracy as per agreed service terms. - Maintain strong coordination with vendors and service teams. - Maintain a detailed Excel database of all complaints and service records. - Track complaint status, service timelines, and resolution history. - Generate reports for internal review and performance tracking. - Identify recurring issues and suggest improvements in products or service processes. - Work towards reducing complaint resolution time and improving service efficiency. Qualifications Required: - Minimum 2 years of experience in aftersales service, customer support, or a similar role. - Strong communication and customer handling skills. - Good coordination and problem-solving ability. - Proficiency in MS Excel for tracking and reporting. - Ability to manage multiple service requests efficiently. - Basic technical understanding of kitchen/home appliances preferred. The company values accuracy and efficiency in complaint resolution turnaround time, customer satisfaction, complaint records, timely assignment of service engineers, and invoice approval efficiency. As a Service Operations Manager, you will be responsible for handling customer complaints, coordinating service operations, and ensuring timely resolution of aftersales issues. Your role will involve assigning service engineers for home service visits, approving service partner invoices, maintaining structured complaint records, and keeping customers informed throughout the service process. Key Responsibilities: - Manage customer complaints related to products such as induction cooktops, infrared cooktops, rice cookers, pressure cookers, and cookware. - Generate and track unique complaint numbers for each case. - Ensure quick and effective resolution of service issues. - Assign service engineers for home service based on location and availability. - Coordinate with service partners to ensure timely visits and issue resolution. - Monitor turnaround time and service quality. - Regularly update customers on complaint status and progress. - Handle escalations professionally and ensure customer satisfaction. - Follow up until complete closure of the complaint. - Verify and approve invoices submitted by service partners. - Ensure billing accuracy as per agreed service terms. - Maintain strong coordination with vendors and service teams. - Maintain a detailed Excel database of all complaints and service records. - Track complaint status, service timelines, and resolution history. - Generate reports for internal review and performance tracking. - Identify recurring issues and suggest improvements in products or service processes. - Work towards reducing complaint resolution time and improving service efficiency. Qualifications Required: - Minimum 2 years of experience in aftersales service, customer support, or a similar role. - Strong communication and customer handling skills. - Good coordination and problem-solving ability. - Proficiency in MS Excel for tracking and reporting. - Ability to manage multiple service requests efficiently. - Basic technical understanding of kitchen/home appliances preferred. The company values accuracy and efficiency in complaint resolution turnaround time, customer satisfaction, complaint records, timely assignment of service engineers, and invoice approval efficiency.