After sales service in-charge

We are looking for a After sales service in-charge / Senior Executive to join our team at at Bpe Innovations Private Limited, contributing to software, data, or IT system development and support. This role offers an in-hand salary of ₹20,000 - ₹25,000 and a chance to work in a fast-paced, technology-driven environment.

KRA.

· Manage daily customer service operations and technician scheduling.

· Supervise and support customer service technician to achieve performance targets.

· Handle customer complaints and escalated issues promptly and professionally.

· Ensure timely processing of customer inquiries, orders, returns, replacements, and warranty claims.

· Coordinate with sales, warehouse, logistics, and service teams to ensure smooth order fulfillment and after-sales support.

· Coordinate with sales, store, production and logistics teams for orders dispatch.

· Ensure timely preparation of invoices, e-way bills, delivery challans and transport documents.

· Resolve dispatch related issues such as delays, shortages, or damaged shipments.

· Monitor dispatch accuracy and maintain dispatch records.

· Train, coach, and motivate customer service technicians.

· Develop and implement customer service policies and process improvements.

· Maintain accurate customer records in CRM systems.

· Coordinate with production and quality teams on recurring failures.

· Ensure availability of critical spare parts.

· Control spare parts costs and wastage.

KPI.

· Customer Satisfaction (CSAT)

· First Contact Resolution (FCR)

· Monitor Complaint Turnaround Time (TAT)

· SLA Compliance

· Team Productivity

· Customer Retention

Qualifications.

· Bachelor's degree in Business Administration, Electronics, Marketing, or a related field.

· 3–6 years of experience in customer service, with at least 1–2 years in a supervisory role.

· Experience in the consumer electronics, or sanitaryware sensors industry is preferred.

Required Skills.

· Strong customer relationship management skills.

· Excellent verbal and written communication.

· Team leadership and people management.

· Complaint handling and conflict resolution.

· Problem-solving and decision-making.

· Knowledge of CRM software and Microsoft Office.

· Ability to work under pressure and meet service-level agreements (SLAs)

• It is a Full Time IT / Software / Data Analyst job for candidates with 3 - 6 years of experience.