Regional Service Leader

PERSOL; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

PERSOL in Mumbai seeks a Service Operations professional to manage customer service and after-sales support within the region. You will coordinate with service centers, technicians, and internal teams to drive service excellence and ensure timeliness in resolutions.

Key responsibilities include monitoring SLAs, preparing MIS reports, and driving continuous process improvements to enhance the customer experience throughout the service lifecycle.

Qualifications

• Experience in customer service, after-sales service, or service operations.
• Strong communication and stakeholder management skills.
• Excellent spoken English.
• Experience in complaint resolution and escalation management.
• Strong Excel and MIS reporting skills.

Responsibilities

• Manage customer service and after-sales support operations within the assigned region.
• Handle customer complaints and escalations, ensuring timely resolution and customer satisfaction.
• Coordinate with service centers, technicians, and internal teams to drive service excellence.
• Monitor service performance metrics and ensure adherence to service standards and SLAs.
• Prepare and maintain MIS reports, dashboards, and performance trackers using Excel.
• Conduct regular reviews with service partners to improve operational efficiency.
• Support field service activities and drive continuous process improvements.
• Ensure a seamless customer experience throughout the service lifecycle.

Skills

Customer service

After-sales

Stakeholder management

Excel

MIS reporting

Job description

Roles & Responsibilities

• Manage customer service and after-sales support operations within the assigned region.
• Handle customer complaints and escalations, ensuring timely resolution and customer satisfaction.
• Coordinate with service centers, technicians, and internal teams to drive service excellence.
• Monitor service performance metrics and ensure adherence to service standards and SLAs.
• Prepare and maintain MIS reports, dashboards, and performance trackers using Excel.
• Conduct regular reviews with service partners to improve operational efficiency.
• Support field service activities and drive continuous process improvements.
• Ensure a seamless customer experience throughout the service lifecycle.

Preferred Candidate Profile

• Experience in customer service, after-sales service, or service operations.
• Strong communication and stakeholder management skills.
• Excellent spoken English.
• Experience in complaint resolution and escalation management.
• Strong Excel and MIS reporting skills.