Assistant Manager Service Marketing

Role & Responsibilities

• Manage day-to-day service calls, customer queries, complaints and service requests through the call centre/service desk.
• Coordinate with Field Service Engineers, Technical Service teams and other internal departments for timely resolution of customer issues.
• Monitor open/pending service calls and ensure timely follow-up and closure.
• Handle customer escalations and ensure effective resolution within defined timelines.
• Ensure accurate registration, categorization and documentation of service calls in CRM/ERP/service management systems.
• Monitor key service KPIs such as call response time, resolution time, pending calls, closure rate and customer satisfaction.
• Assist in managing and monitoring the performance of the customer service/call centre team.
• Prepare and maintain MIS reports related to service calls, complaints, escalations and team performance.
• Identify recurring customer/service issues and coordinate with the technical team for appropriate corrective action.
• Support service marketing activities including AMC/CMC, service contracts and other service-related offerings.
• Maintain strong customer relationships and ensure a high level of customer satisfaction.
• Support process improvements to enhance service efficiency, customer experience and turnaround time.

Preferred Candidate Profile

• Graduate in any discipline from a recognized university.
• 56 years of relevant experience in BPO, Call Centre, Customer Service, Customer Support or Service Operations.
• Candidates with experience in a Technical Call Centre, Technical Support, Service Desk or Technical Customer Service environment will be preferred.
• Experience in handling customer calls, complaints, service requests and escalations.
• Prior experience in team handling, process monitoring or supervisory responsibilities is preferred.
• Strong verbal and written communication skills with excellent customer-handling abilities.
• Good coordination, problem-solving and escalation-management skills.
• Comfortable working with CRM, ERP/service management systems and MS Excel.
• Experience in medical equipment, IVD/diagnostics, healthcare, engineering or other technical product/service industries will be an added advantage.
• Should be customer-focused, organized and capable of managing multiple service requests simultaneously.