Job Title: Customer Service Head
Industry: Furniture Manufacturing / Office Furniture Industry
Company: Starshine Manufacturing Co. Pvt. Ltd.
Department: Customer Service
Reporting To: Director / COO / Management
Location: Ghatkopar
Experience Required: 8–10 Years
Salary Range: As per industry standards
About the Role
We are looking for an experienced and customer-focused Customer Service Head to lead and manage the complete customer support and after-sales service operations for our furniture manufacturing business. The candidate will be responsible for ensuring high customer satisfaction, efficient complaint resolution, strong coordination with internal departments, and continuous improvement in service quality and customer experience.
The ideal candidate should have strong leadership abilities, excellent communication skills, and extensive experience in handling customer service operations within the furniture, manufacturing, interior, or related industries.
Key Responsibilities
Customer Service Management
- Lead and manage the customer service and after-sales support team.
- Ensure prompt resolution of customer complaints, service requests, and escalations.
- Maintain high customer satisfaction standards across all service channels.
- Develop and implement customer service policies, SOPs, and escalation matrices.
Complaint Handling & Resolution
- Monitor complaint tickets and ensure timely closure.
- Coordinate with production, dispatch, installation, logistics, and quality teams for issue resolution.
- Analyze recurring customer complaints and implement corrective actions.
- Maintain complaint records, service reports, and customer feedback data.
Team Leadership
- Train, mentor, and supervise customer support executives and service coordinators.
- Set team targets and monitor performance regularly.
- Conduct periodic performance reviews and skill development sessions.
Client Relationship Management
- Build long-term relationships with key clients and corporate customers.
- Handle critical customer escalations professionally.
- Ensure positive customer experience during delivery, installation, and after-sales stages.
Process Improvement
- Improve customer support systems and response mechanisms.
- Introduce service quality improvement initiatives.
- Coordinate with ERP/CRM teams for effective tracking and reporting systems.
Coordination & Reporting
- Work closely with Sales, Production, Quality, Dispatch, and Installation teams.
- Prepare MIS reports related to complaints, service performance, customer satisfaction, and pending issues.
- Present service performance reports to management.
Key Skills Required
- Strong customer handling and communication skills
- Leadership and team management
- Problem-solving and decision-making abilities
- Knowledge of CRM and ERP systems
- Complaint handling and escalation management
- Service operations management
- Excellent coordination and interpersonal skills
- Analytical and reporting skills
Educational Qualification
- Bachelor’s Degree in Business Administration, Management, or related field
Preferred Industry Experience
Candidates with experience in:
- Furniture Manufacturing
- Office Furniture
- Modular Furniture
- Interior Products
- Manufacturing Industry
will be preferred.
KRAs (Key Result Areas)
- Customer satisfaction improvement
- Reduction in complaint resolution time
- Effective after-sales service management
- Team productivity and performance
- Complaint closure efficiency
- Service process improvement
- Client retention and relationship management
KPIs (Key Performance Indicators)
- Customer Satisfaction Score (CSAT)
- Average Complaint Resolution Time
- Repeat Complaint Percentage
- Customer Retention Rate
- Service Ticket Closure Rate
- Team Performance Metrics
- Escalation Handling Efficiency
- On-Time Service Support Percentage
Additional Requirements
- Ability to manage multiple customer issues simultaneously
- Strong coordination with cross-functional teams
- Willingness to travel if required for client meetings or issue resolution
- Professional and customer-centric approach
Pay: From ₹25,000.00 per month
Work Location: In person
