Department: Customer Service / Operations
Location: Shalimar Bagh
We are seeking a highly organized and strategic professional to lead our
Service Backend Operations. The ideal candidate will be responsible for managing the complete backend service lifecycle, ensuring smooth coordination across departments, optimizing service processes, and enabling timely and efficient service delivery through internal teams and external partners.- End-to-End Service Workflow Management
Oversee the entire backend service operations process—from complaint logging to resolution—ensuring SLA adherence and customer satisfaction.
- Cross-Department Coordination
Liaise with internal teams including logistics, warehouse, technical, and customer care to resolve service issues and streamline workflows.
- KPI Monitoring & Reporting
Track and analyze key service performance metrics such as TAT (Turnaround Time), FTR (First Time Resolution), repeat calls, and customer feedback. Implement corrective actions where needed.
- Support to Field Teams & Service Partners
Provide real-time backend support to field technicians and authorized service centers to ensure quick troubleshooting and resolution.
- Process Optimization
Identify gaps in the existing service process, recommend and implement improvements to enhance efficiency and reduce operational costs.
- Documentation & Compliance
Ensure proper documentation of service tickets, warranty claims, and partner communications in the CRM or service management tools.
- Training & SOP Development
Assist in developing standard operating procedures (SOPs) for backend service workflows and train internal staff accordingly.
- Experience: 10+ years in service operations, preferably in consumer electronics, appliances, or a similar industry. Minimum 3 years in a leadership role.
- Education: Bachelor's degree in Business Administration, Operations Management, or related field. MBA preferred.
- Skills:
- Strong understanding of service lifecycle and backend operations
- Excellent coordination and problem-solving skills
- Proficiency in CRM tools and service dashboards
- Leadership and team management abilities
- Strong analytical and communication skills
Job Type: Full-time
Pay: ₹60,000.00 - ₹80,000.00 per month
Work Location: In person
Salary
Hourly based
Location
DL , India DL, India
DL , India DL, India
