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 ensuring high service quality, timely repairs, and exceptional customer satisfaction.

Key responsibilities

• Manage end‑to‑end service operations for assigned audio electronics and home appliance brands.
• Lead and supervise service engineers and technicians, driving productivity and performance.
• Ensure timely diagnosis, repair, and closure of service requests within defined turnaround times (TAT).
• Handle customer escalations and deliver a premium service experience.
• Coordinate with brand partners, distributors, service centers, and internal teams for technical and operational support.
• Monitor and drive key service KPIs such as TAT, CSAT, First‑Time Resolution (FTR), productivity, and pending case closures.
• Oversee repair quality, spare parts availability, and inventory management.
• Maintain accurate service records and update CRM systems (Zoho, Salesforce, or similar).
• Manage warranty approvals, service documentation, reporting, and operational planning.
• Prepare regular service performance reports and share actionable insights with management.
• Ensure adherence to brand service standards, company policies, and quality processes.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Support training and skill‑development initiatives for service teams.

Required profile

• Strong understanding of consumer electronics and audio product service operations.
• 6–8 years of relevant experience in service operations, including team management and escalation handling.
• Knowledge of product diagnosis, repair processes, and service‑center operations.
• Hands‑on experience with CRM and service‑management platforms such as Zoho or Salesforce.
• Ability to monitor and drive service KPIs (TAT, CSAT, FTR).
• Excellent problem‑solving, decision‑making, and communication skills.
• Analytical and reporting proficiency.
• Proven leadership abilities with experience in team development and performance management.
• Graduate degree in Electronics & Communication Engineering, Electronics Engineering, Telecommunication Engineering, or related field.
• Experience with premium or luxury consumer electronics brands is a plus.

Required skills

• Zoho
• Salesforce