NEERAB RAY

Spearheading after-sales service support and working on the management of customer service experience for Jio handheld mobile devices.

Job Description:

• Managing 7 Jio centers and 47 Jio store service operations in North and West Kolkata.
• Handling a team of 26 service engineers and executives for a customer base of 54 Lacs.
• Service KPI Management and monitoring of process adherence.
• Coordinate spare parts availability and maintain minimum stock levels at service points.
• Periodic reviews and regular audits of the Jio center operations to ensure the highest standard of customer satisfaction.
• Streamlining pre-existing processes to enhance efficiency.
• Monitoring and maintaining Customer Satisfaction Index as per management target through progressive KPI selection and execution.
• Enhancing trade delight by regularly visiting Regional Distributors and Preferred Retailers, and resolving queries and pending issues.
• Continuous mentoring and training of the service team to increase efficiency and reduce attrition.
• Established global service performance metrics and monitored the effectiveness of the overall operation.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Established and maintained an excellent, customer-obsessed culture.

Spearheading channel support development and expansion across ROB (Rest of Bengal), and overseeing diverse responsibilities, including strategy planning and implementation, support development, and channel service support management across various assignments.

Job Description

• Successfully interfacing between service and sales team in ROB.
• Geographically cover 7 districts, which includes 3 CE Distributors, 54 CE Dealers, and 20 HHP Distributors, 170 HHP Dealers, 5 Brand shops, and 20 Cafes (Exclusive Mobile Outlets).
• Identifying the market issues and VOCs, and forecasting to the high-level management of the company for better support infrastructure.
• Capture issues reported by channel partners for Stock and Customers.
• Inspection of the stock, along with an MSC engineer, for the distributor warehouse (WH).
• Report quality-related issues highlighted by channel partners.
• Capture service feedback of MSC by channel partners.
• Capture VOC related to process change/innovation.
• Share market issues reported with Sales, Service, and MSC team.
• Majorly looking after the HHP (Handheld Phones), HA (Home Appliance) services.
• Continuous education provided to the channel partners and product specialists of the company supported better sales in the market.
• Provided special services to the Brand Shops and Cafe (Exclusive Samsung Outlets) during festival periods for better sales.
  

Job Description

• Dealing in billing solutions, safety, and security equipment.
• Effectively communicated with clients throughout the entire sales process, from initial contact to after-sales support.
• Maximized equipment performance by conducting regular maintenance checks and troubleshooting complex issues, when necessary.
• Expedited resolution of service-related issues by coordinating closely with various departments such as supply chain management and logistics teams.
• Presented technical presentations to clients to explain product features and benefits.