Rentomojo - National Head - After Sales Service - Appliance Segment

About The Role:

We are seeking a passionate and experienced leader to oversee all aspects of after-sales service for our home appliance division.

- In this critical role, you will be responsible for developing and implementing strategies that ensure exceptional customer experiences, maximize customer.

- Satisfaction, and optimize service operations for profitability.

Responsibilities And Ownership:

- Lead and manage a national team of after-sales service professionals, including technicians,. dispatchers, and customer service representatives.

- Develop and implement comprehensive after-sales service strategies that align with the overall business objectives of the home appliance division.

- Establish and maintain high service quality standards across all service channels (phone,. online, in-person).

- Ensure efficient and timely service delivery, meeting or exceeding customer turnaround time. expectations.

- Develop and implement programs to improve customer satisfaction and loyalty.

- Analyze service data to identify trends and areas for improvement, and implement corrective actions.

- Manage after-sales service budget and ensure cost-effectiveness.

- Stay up-to-date on industry best practices and emerging technologies in after-sales service.

- Partner with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience throughout the entire product lifecycle.

- Develop and maintain strong relationships with key warranty service providers and parts suppliers.

- Oversee compliance with all relevant regulations and safety standards.

PREFERRED QUALIFICATIONS:

Your work till now will be the first qualification that would.

Matter To Us.

Other Than That, You Should Be.

- Bachelor's/Master's degree in a relevant field; a master's degree is advantageous.

- 8 to 16 years of experience in after-sales service management, preferably within the home appliance industry.

- Analytical mindset with the capability to interpret data, identify areas for improvement, and implement strategic solutions.

- Excellent communication skills enabling effective collaboration across diverse cross-functional teams.

- Meticulous attention to detail and a strong commitment to upholding and improving high-quality standards throughout the appliance inventory.

- Proven track record of developing and implementing successful after-sales service strategies.

- Strong leadership and team management skills.

- Excellent communication, interpersonal, and negotiation skills.

- Data-driven decision-making skills with the ability to analyze complex data sets.

- Strong understanding of customer service principles and best practices.

- Ability to manage multiple priorities and deadlines in a fast-paced environment.

Benefits:

- Competitive salary and benefits package.

- Make a significant impact on customer satisfaction and brand reputation