Team Leader
OnsiteGo · Kochi · onsite · Posted 45d ago
Undisclosed5–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Purpose:
The Team Leader will be responsible for managing end-to-end after-sales service operations within the assigned territory, ensuring timely installation and repair of home appliances.
The role focuses on delivering high service quality, meeting defined TAT and NPS targets, and strengthening the third-party service network and direct engineers.
Responsibilities:
- Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area
- Ensure all service requests are closed within defined Turnaround Time (TAT) and meet customer satisfaction (NPS) benchmarks
- Regularly updates CRM platform
- Coordinate and manage third-party service centres to ensure service quality, productivity, and adherence to SLAs
- Identify, onboard, and develop new third-party service partners to expand service coverage
- Monitor daily service performance, track open calls, and drive closure efficiency
- Conduct regular audits and training sessions for service partners to maintain quality standards
- Handle escalations and ensure quick resolution of customer complaints
- Maintain service MIS reports, analyze performance trends, and implement corrective actions
- Ensure availability of spare parts and coordination with supply chain teams
- Drive cost optimization while maintaining service excellence
- Build sustainable relationships through open and interactive communication with the assigned Service Centers
Desired candidate profile:
- Min 3 years of experience in after-sales service operations of home appliances.
- Experience in managing third-party service networks or franchise/service partners or direct engineers
- Strong understanding of service KPIs such as TAT, NPS
- Good problem-solving and stakeholder management skills
- Ability to handle field operations and multitask in a fast-paced environment
- Basic knowledge of MIS reporting and service management tools
Required Skills
Customer First - Service Operations (L1-L4) customer Service experience
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Servicecustomer satisfactioncrmhandle escalationsauditsConsumer DurablesCustomer ComplaintsMis ReportsField OperationsNPSMIS ReportingoperationsmaintenanceSalesSales ServiceService ExcellenceHome Appliances
About Onsitego
OnsiteGo
Internet
1.4k+
employees
2010
16 years old
Mumbai, Maharashtra
US
₹8.1L PA avg
Avg at Onsitego
About
Onsitego is India’s leading device-care provider and offers Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services. We cover all electronic devices and home appliances.
Industries
Internet
Employee ratings
10 reviews
3.9/ 5
Culture
2.7
Career growth
2.6
Work-life
3.0
Employees rate it well for
Overall Company39Compensation & Benefits38
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