After Sales Service Head

Our client is an Indian brand that competes with global giants in the space of smartphone accessories such as smart watches, wireless earbuds, bluetooth earphone, headphones, speakers and accessories for young Indian consumers.

Founded in 2014 and headquartered in Gurgaon, our client makes the latest personal technology accessories available and affordable.

They have been listed as best selling brand on Amazon and Flipkart for four years in a row and in 2019, they were the biggest Indian seller of wireless earphones in the country. Also, among the top 5 brands selling wireless earphones in India, they were the only Indian brand.

As a After Sales Service Head, you will be responsible for customer service operations and strategic planning for providing product after-sales services to guarantee that established targets are reached.

What you will do:

Preparing and managing the annual operating budget of the after-sales department

Developing and optimizing support and service processes, tools, and systems

Monitoring vendor/supplier contract details to notify of pending expiration and helping process renewal

Directing and coordinating the customer service operation appropriately with set customer service standards

Creating and implementing strategies to limit product returns that exceed a predetermined threshold

Working with sales department heads to improve product sales success through effective post-sale planning

Evaluating MFR/FFR and working on a product life cycle strategy with the product and sales teams

Training, motivating, and leading after-sales teams to meet specified goals and targets while increasing productivity

Maintaining a top quality repair service and reducing returns

B2B and B2C return handling with A/B/C/D category product categorization

Verifying and following up on orders for spare parts based on an analysis of product repair possibilities to assure a ready supply

Overseeing all post-sales services to ensure customer satisfaction

Maintaining an up-to-date knowledge of job operations by conducting research and making recommendations

Ensuring that the customer data of the after-sales department are up to date and easily accessible

Providing periodic reports to management on all after sales activities

Desired Candidate Profile

What you need to have:

B.E/B.Tech and/or MBA

Relevant experience of 7-10 years

Understanding of customer needs and making appropriate proposals