Customer Service Manager

About the role

We are seeking an experienced Customer Service Manager to lead end‑to‑end service operations for premium audio and home‑appliance brands. The role focuses on delivering high‑quality after‑sales support, managing a technical team, and ensuring a superior customer experience.

Key responsibilities

• Oversee service operations for assigned audio electronics and home‑appliance brands.
• Lead, coach, and schedule service engineers and technicians to achieve productivity targets.
• Ensure timely diagnosis, repair, and closure of service requests within defined turnaround times (TAT).
• Handle customer escalations and maintain a premium service experience.
• Coordinate with brand partners, distributors, service centres and internal teams for technical and operational support.
• Monitor and drive KPIs such as TAT, CSAT, First‑Time Resolution (FTR), productivity and pending case closures.
• Manage repair quality, spare‑parts availability and inventory to sustain smooth operations.
• Maintain accurate service records in CRM systems (Zoho, Salesforce or similar).
• Oversee warranty approvals, documentation, reporting and operational planning.
• Prepare regular performance reports and provide actionable insights to management.
• Identify and implement process improvements to boost efficiency and satisfaction.

Required profile

• 7‑10 years of experience in consumer‑electronics or audio service operations.
• Proven team‑leadership and escalation‑handling capabilities.
• B.Tech or equivalent degree in Electronics, Communication or related engineering discipline.
• Strong understanding of product diagnosis, repair processes and service‑centre workflows.
• Excellent communication, stakeholder‑management and analytical skills.

Required skills

• Hands‑on experience with CRM and service‑management platforms such as Zoho and Salesforce.