ASM Jobs in Across India - Lava International Limited

Roles and Responsibility:

• Customer Service Operation Management
  
• Devising method to ensure availability of basic infrastructure, hygiene to deliver good customer handling at service centers
  
• Developing operational excellence by implementation of customer Service process and Policies and imparting knowledge to the last person in customer service , i.e. Partner, Technician & CCOs at service center
  
• Adherence of ASM & Partner workways.
  
• Driving customer satisfaction (C-SAT ) by doing RCA and taking timely corrective actions
  
• Ensuring service partner satisfaction
  
• Ensuring trade satisfaction through regular visits and capturing VOC of retailer/ distribut0rs and taking timely corrective actions
  
• Capable of handling escalations with in time resolution of customer issues
  
• Audit and process governance at service partners
  
• Partner Life Cycle Management
  
• Appointment and replacement of service partners as per service blueprint
  
• Service Partner Relationship Management
  
• Resolving service partner issues related to customer service, claim settlement etc.
  
• Devising Service Partner Engagement program
  
• Ensuring Product Knowledge / repair skill improvement for Service Partner Technician
  
• Smooth onboarding of new Service Partner to ensure serviceability of the territory is not impacted
  
• Smooth partner Separation, ensuring all issues are well settled before separation without impacting customer service
  
• Service Asset Management
  
• Ensuring Smooth return Process of DOA, Defective PCBA, Defective Parts from Service Partner
  
• Good Spare Part inventory reconciliation as per process
  
• Required Experience, Skills and Qualification
  

• People management skills
  
• Partner management skills
  
• Complete understanding of channel ROI
  
• Good Communication Skills
  
• Sound technical knowledge with exposure to L1-L4 repair environments
  
• Ability to impart training on processes and service management Working knowledge of service CRMs
  
• BE/B.Tech with 3 to 5 years of experience in Mobile Handset Customer Service