Assistant Manager Service Marketing

Transasia Bio Medicals; Mumbai; On-site; INR 300,000 - 550,000; Full time

Job summary

Transasia Bio Medicals in Mumbai seeks a proactive Customer Service/Call Centre professional to manage daily service calls, handle queries and ensure timely resolutions. You will coordinate with Field Service Engineers and internal teams, monitor KPIs and maintain detailed service records in CRM/ERP systems.

The role requires a graduate with strong communication skills, experience in BPO/service operations, and the ability to manage escalations while maintaining customer satisfaction and process

Qualifications

• Graduate in any discipline from a recognised university.
• 56 years of relevant experience in BPO, Call Centre, Customer Service, Customer Support or Service Operations.
• Experience in a Technical Call Centre, Technical Support, Service Desk or Technical Customer Service environment preferred.
• Experience handling customer calls, complaints, service requests and escalations.
• Prior experience in team handling 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 with CRM, ERP/service management systems and MS Excel.
• Experience in medical equipment, IVD/diagnostics, healthcare or technical product/service industries is a plus.

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.

Skills

Customer service

Call centre

CRM

MS Excel

Escalation management

Team handling

Documentation

Education

Graduate degree

Tools

CRM software

ERP system

MS Excel

Job description

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.