Customer Service Manager

Job Summary

We are looking for an experienced Service Manager to lead and manage end-to-end service operations for premium audio products. The candidate will be responsible for service quality, team handling, escalations management, diagnosis coordination, KPI management, TAT management, and customer satisfaction across service operations.

Key Responsibilities

• Manage end-to-end service operations for the assigned audio electronics, home appliances brand(s).
• Lead and supervise service engineers and technicians, ensuring optimum productivity and performance.
• Ensure timely diagnosis, repair, and closure of service requests within defined turnaround times (TAT).
• Handle customer escalations effectively and ensure a premium customer service experience.
• Coordinate with brand partners, distributors, service centers, an...