Senior Service Manager

Confidential; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading customer service firm based in Bengaluru is seeking an experienced candidate to develop and implement customer service strategies. The ideal candidate will have 7–12 years in customer service or related fields, ensuring resolution of complaints and monitoring satisfaction. Responsibilities include generating sales opportunities, supporting sales teams, and providing insights to management. A graduate or postgraduate in Marketing is preferred. The role offers a dynamic work environment focused on service excellence.

Qualifications

• 7–12 years in customer service, technical support, or fleet/key account sales.

Responsibilities

• Develop and implement customer service strategies based on market requirements.
• Ensure timely resolution of customer complaints and product issues.
• Monitor customer satisfaction scores and service performance.
• Analyse customer feedback to improve service quality.
• Support sales managers with service-related inputs.
• Manage and review claims and warranty handling.
• Conduct training programs for sales teams on service excellence.
• Participate in product testing and competitor benchmarking.
• Interact with key customers and fleet operators for service improvement.
• Generate and convert new sales opportunities.

Skills

Customer service strategy development

Complaint resolution

Customer satisfaction monitoring

Feedback analysis

Sales support

Claims management

Training program development

Product testing participation

Sales opportunity generation

Survey and education initiatives

Education

Graduate/Postgraduate in Marketing or related field

Job description

• Develop and implement customer service strategies based on market and customer requirements
• Ensure timely resolution of customer complaints, product issues, and warranty claims
• Monitor customer satisfaction scores, complaint TAT, and service dashboard performance
• Analyse customer feedback and product failure trends to improve service quality
• Support Regional Sales Managers and Territory Leaders with customer service and product‑related inputs
• Manage and review claims, warranty handling, and dealer claim settlements
• Plan and conduct training programs for sales teams on service excellence, claims handling, and product knowledge
• Participate in product testing, competitor benchmarking, and provide feedback to R&D and product teams
• Interact with key customers, OEMs, and fleet operators to improve service experience
• Generate and convert new sales opportunities and manage key fleet accounts
• Conduct surveys, driver programs, and customer education initiatives
• Prepare service performance reports and provide insights to senior management

Experience Requirement:

7–12 years in customer service, technical support, or fleet/key account sales.

Education:

Graduate / Postgraduate (Marketing or related field preferred).