Area Executive - Customer Service (Bath Fittings)

Company: A leading manufacturer of light and bath fittings with global presence in 60+ countries.Role: Area Executive - Customer Care.Job Summary: As an Area Executive, you will be the single point of contact (SPOC) for Customer Care aspects so as to support for the business area assigned to you. You will have to manage the entire GCC region, based at Dubai. You will, through constant initiatives, ensure customer delight which shall be the essence of every activity performed. It shall be your endeavour for right service network installation for present and immediate future business needs. You should have ability to manage long distance service admist different culture and language. You should be passionate to train people & willing to travel and should have strong acumen to drive customer delight while optimizing on the cost.Key Responsibilities: 1. Service Network Installation and EnablementScout for the right service provider/s required for Service Delivery, ensuring alignment with the type of service needed.Appoint the right party/person for service delivery, ensuring they are well-equipped with material, skills, IT systems and knowledge of company values.Enable service providers through proper onboarding, training on processes, and supplying the necessary resources.2. Customer delight through right serviceClosely monitor service calls to ensure timely attendance, Timely repair, proper updates in the IT system, correct charges, and customer satisfaction.Organize for prompt assistance for prompt resolution.3. Service Network ManagementManage the overall service network to ensure optimal service delivery.Ensure right size of workforce available with the ASP.Ensure work force is skilful to attend for the product segments assigned and the customer.Conduct regular training sessions and at times on-the-job training (OJT) for service providers to maintain a high standard of service delivery. Monitor spare stock levels, ensuring timely availability of materials and in-time submission of claims.Ensure in-time clearance for service provider disengaged with company.Ensure valid service agreement with company is always in place. 4. Market & Project SupportMaintain disciplined and regular market & project interactions to gather insights on customer care support needs and provide feedback for continuous improvement.Manage stock-related activities for customer care and support product display maintenance.Undertake in-time project customer care for each defined stage and manage service camp activities post last customer care stage support.Train dealers and their teams on warranty certificate generation and customer care processes.Regularly reconcile materials requested from dealerships to ensure accurate stock management.Organize for display check at company showrooms. 5. TrainingPlan and execute training sessions for various stakeholders, including OME, OMP, SP, ASP owners and architect staff.Organize and conduct both initial and refresher training sessions, monitoring their effectiveness to ensure the knowledge is properly applied.Identify training needs based on business growth demand & project product installation.Ensure execution of these training programs to enhance service delivery.6. Retail Builder & Large Format Project SupportPlan and execute proactive support at three levels of retail projects—pre-installation, during installation, and post-installation—providing guidance to users to ensure a good experience.Maintain disciplined and regular project interactions to gather insights on customer care support needs and provide feedback for proper product installation.Undertake in-time project customer care assistance for each defined stage and manage service camp activities post last customer care stage support and cyclic too.Organize for warranty certificate for the project.Brief new project on customer care activities and access ways for the assistance required.Ensure reconciliation of material with dealer, project, service provider, warehouse for material transacted by customer care.7. Business EnablementGuide customers on product enhancements or items beyond builder installations during customer care interactionsDemonstrate working of product for which customer expressed interest.Promptly share potential leads with the sales team8. Key Accounts, Special Drives, and Escalation ManagementEnsure proactive contact are established with key accounts to provide necessary support and address any concerns.Participate actively in special initiatives or drives to enhance customer engagement.Handle escalations promptly and effectively, ensuring satisfactory resolution and implementing preventive measures to avoid recurrence.Key CompetenciesStrong understanding of customer service delivery processes and standardsGood grasp of market dynamics and ability to stay updated on trends.Technically sound, with a DIY mindset for handling product and service-related issuesSolid understanding of service network installation, enablement, and management practicesGood verbal and written communication skills to interact with customers, service providers, and internal teams.Physically fit and willing to travel for service inspections and DIY activities.Strong data analytics skills to monitor service efficiency and process improvements.Understanding of customer care in international markets.Qualifications and ExperienceEducation: Graduate or Diploma engineer with a technical backgroundExperience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable.Skills:Excellent communication and interpersonal skillsAbility to manage data effectively and perform analytics for process improvement.Strong understanding of service network operations and challengesPassion for continuous learning and enhancing the knowledge of others.DIY approach with technical soundness in product handling and servicingGood understanding of overseas English accents.