Service Head

About the company:

Wonderchef is a leading kitchen appliances and cookware brand in India, known for its innovative and stylish products that make cooking a delightful experience. We are committed to providing high-quality, durable, and user-friendly kitchenware solutions to enhance our customers' culinary experiences.

Position Overview:

We are seeking a dynamic and experienced Service Head to lead our service department. The Service Head will be responsible for overseeing all aspects of service delivery, ensuring high-quality customer experiences, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills, technical expertise, and a passion for delivering outstanding service.

Responsibilities:

Leadership and Management:

Lead, mentor, and motivate a team of service professionals to achieve departmental goals and objectives.

Provide guidance and support to team members, fostering a culture of collaboration, accountability, and continuous learning.

Develop and implement strategies to optimize service delivery processes and enhance overall efficiency.

2.Service Delivery:

Oversee the delivery of services to ensure compliance with quality standards, contractual agreements, and regulatory requirements.

Monitor key performance indicators (KPIs) and metrics to assess service performance and identify areas for improvement.

Develop and implement service improvement initiatives to enhance customer satisfaction and loyalty.

3.Customer Relationship Management:

Build and maintain strong relationships with key customers, understanding their needs and requirements.

Act as a primary point of contact for escalated customer issues, resolving conflicts and ensuring timely resolution of problems.

Gather feedback from customers to identify trends, preferences, and opportunities for service enhancement.

4.Technical Expertise:

Stay abreast of industry trends, best practices, and emerging technologies relevant to service delivery.

Provide technical guidance and support to service team members, assisting with complex issues and troubleshooting as needed.

Collaborate with internal stakeholders, such as product development and sales teams, to ensure alignment between service offerings and customer needs.

5.Budgeting and Resource Management:

Develop and manage the departmental budget, ensuring optimal allocation of resources to support service delivery objectives.

Identify opportunities for cost optimization and efficiency improvements while maintaining service quality standards.

Monitor expenses and financial performance against budgetary targets, implementing corrective actions as necessary.

Qualifications:

Bachelor’s degree in relevant field

10-12 years of experience in a similar leadership role, preferably in Consumer durable sector

Proven track record of successfully managing service delivery operations and driving performance improvement initiatives.

Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.

Excellent communication and interpersonal abilities, with a customer-centric approach to service delivery.

Proficiency in budgeting, financial analysis, and resource management.

Location : Powai, Mumbai.