Customer Service Manager

Job Summary We are looking for an experienced Service Manager to lead and manage end-to-end service operations for premium audio products. The candidate will be responsible for service quality, team handling, escalations management, diagnosis coordination, KPI management, TAT management, and customer satisfaction across service operations. Key Responsibilities Manage end-to-end service operations for the assigned audio electronics, home appliances brand(s). Lead and supervise service engineers to ensure timely and efficient resolution of customer complaints and issues. Develop and implement effective processes and procedures to improve overall service quality and efficiency. Collaborate with cross-functional teams to identify and resolve root causes of recurring issues. Ensure compliance with company policies, procedures, and regulatory requirements. Analyze and report on key performance indicators (KPIs) to measure service quality and customer satisfaction. Manage team performance and provide coaching and development opportunities to improve individual and team performance. Foster a culture of continuous improvement and employee engagement. Develop and maintain relationships with internal stakeholders, including sales, marketing, and product teams. Provide exceptional customer service by responding promptly to customer inquiries and resolving issues in a timely manner. Ensure that all customer interactions are handled professionally, efficiently, and with empathy. Manage and resolve complex customer complaints and issues in a fair and reasonable manner. Develop and maintain knowledge of company products, services, and policies to provide accurate information to customers. Provide training and support to service engineers on new product launches, features, and technical specifications. Ensure that all service operations are conducted in accordance with company policies, procedures, and regulatory requirements. Monitor and report on key performance indicators (KPIs) to measure service quality and customer satisfaction. Develop and implement process improvements to increase efficiency and reduce costs. Foster a culture of continuous improvement and employee engagement. Provide exceptional customer service by responding promptly to customer inquiries and resolving issues in a timely manner. Ensure that all customer interactions are handled professionally, efficiently, and with empathy. Manage and resolve complex customer complaints and issues in a fair and reasonable manner. Develop and maintain knowledge of company products, services, and policies to provide accurate information to customers. Provide training and support to service engineers on new product launches, features, and technical specifications. Ensure that all service operations are conducted in accordance with company policies, procedures, and regulatory requirements.