Back Office Executive

The Service Back Office Manager is responsible for managing daily service operations by coordinating between customers and technicians, ensuring smooth workflow, achieving AMC (Annual Maintenance Contract) and Extended Warranty targets, and maintaining high customer satisfaction through timely feedback and follow-ups.

• 1. Customer HandlingManage incoming service calls and assign them to technicians efficiently.
• Communicate with customers regarding service updates, delays, and resolutions.
• Handle escalations and ensure quick resolution of complaints.
• Maintain strong customer relationships to improve CSAT (Customer Satisfaction Score).
• 2. Technician Handling & CoordinationAllocate daily service calls to technicians based on location and workload.
• Monitor technician performance (daily calls, closures, and productivity).
• Ensure technicians follow SOP (job sheet, customer signature, billing, photos, etc.).
• Provide support and guidance to technicians for smooth service execution.
• 3. AMC & Extended Warranty TargetPromote and achieve monthly AMC and Extended Warranty sales targets.
• Coordinate with technicians to pitch AMC/EWC during service visits.
• Track conversion rates and ensure consistent growth in warranty sales.
• Maintain proper records of AMC and warranty customers.
• 4. Feedback ManagementCollect regular feedback from technicians regarding service issues, spare parts, and field challenges.
• Take post-service feedback from customers within 24 hours of job closure.
• Maintain feedback records in Excel/CRM system.
• Share insights with management to improve service quality and operations.
• 5. Operations & ReportingEnsure timely call closure and maintain TAT (Turnaround Time).
• Track and maintain service data, reports, and performance metrics.
• Coordinate spare parts ordering and follow-up with suppliers.
• Prepare and submit daily/weekly/monthly reports to management.

• Key Performance Indicators (KPI)Customer Satisfaction (CSAT) Score
• Daily Call Allocation & Closure Rate
• AMC & Extended Warranty Sales Target Achievement
• Turnaround Time (TAT)
• Technician Productivity & Performance

• Skills RequiredStrong communication and coordination skills
• Good knowledge of service operations and home appliances industry
• Ability to handle customer escalations
• Basic computer knowledge (Excel, CRM systems)
• Leadership and team management skills

• ExperienceMinimum 1–5 years in service coordination / back office operations
• Experience in home appliances or service industry preferred

• Reporting ToService Manager / Proprietor

• LocationGuwahati (Head Office), North Eastern Service Plaza