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. You will be responsible for ensuring high service quality, managing a team of engineers and technicians, and delivering a premium customer experience.

Key responsibilities

• Manage full‑cycle service operations for assigned audio electronics and home appliance brands.
• Lead, coach, and supervise 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 high customer satisfaction (CSAT) scores.
• 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), and case closures.
• Oversee repair quality, spare‑parts availability, and inventory management.
• Maintain accurate service records in CRM systems (Zoho, Salesforce, or similar).
• Manage warranty approvals, documentation, reporting, and operational planning.
• Identify and implement process improvements to boost efficiency and satisfaction.

Required profile

• 6‑8 years of experience in consumer electronics or audio service operations.
• Proven team‑leadership and escalation‑handling capabilities.
• Strong understanding of product diagnosis, repair processes, and service‑center workflows.
• Excellent communication, stakeholder‑management, and analytical skills.
• B.Tech or equivalent degree in Electronics, Communication, or related engineering discipline.

Required skills

• Zoho
• Salesforce
• CRM platforms