Customer Service Business Group

Customer Service is crucial aspect in any company’s operations. And most of the time, the efficiency and promptness of such service are the yardstick for the overall excellence. Over the years, Customer Service Business Group has left a good impression on its growing number of customers, its service standards being one of the best in the industry, and being continually enhanced to promote total customer satisfaction which ensures that we are operating effectively in conformity with Company’s Vision and Mission. Awards and recognition received from our top brands and Government bodies testimony of the level of service rendered.

- Mr.- Sanjay Sawant, Senior Dy. General Manager, Customer Service Business Group, Eros Group

The Customer Service Business Group comprises of five different sections – Digital Electronics, Telecom, Home Appliances, Air conditioners and Spare parts. 8 Service Centre’s are spread over Dubai, Sharjah, Abu Dhabi and Al Ain. “We have the best infrastructure in the market as far as service is concerned”.

The Customer Service Business Group prides itself on having one of the quickest response times. In fact, we received the ff. recognition from principals and government bodies:

1. Health & Safety Award 2011 from Dubai Municipality.
2. Hitachi Global.
3. Best Service Improvement in 2011 from Samsung, SGE.
4. Samsung certified Eros Service Centre as Premier Service Centre in 2005.
5. Best Idea of the year 2009 for the Service-on-Wheels.
6. Consistent & outstanding Service Performance during the year 2007 from Samsung.

Besides repairs, we have excellent set up for delivery and installation of Digital/Electronics and Home Appliances. We have 51 fully equipped service vans which are encompassing UAE including the 5 Service-On-Wheels. The Customer Service Business Group is popular for its efficient and qualitative norms. Every customer is important to us. We also conduct customer opinion surveys to get feedback from the market and the customers are rewarded through half yearly raffle draws.

AC Service Centre covers warranty service and Annual Service Contract (means reduced break-downs, increase in the life of the AC, and a clean and healthy environment) as well as call-in repair and maintenance services for non-warranty products. We have > 800 customers and > 20000 ACs under Service Contract in U.A.E. The AC Service workshop in Dubai is a full-fledged unit to ensure customer complaints are addressed effectively. Service operations are monitored closely by qualified co-coordinators and engineers on day-today basis.

The Customer Service Business Group is also the exclusive repairs centers for Samsung mobile phones. The repair instruments we use are of international standards. Besides a competent staff and supportive principals, the main factor that’s contributed to efficient customer service at Eros is the easy availability of spare parts at its two centralized centres, where around >20,000 parts are stored in an area of around 12,000 Square Feet . We also provides back-support for distributors in the Middle East and Africa region.

The workplace at Eros has been designed considering the ergonomics which result in improved productivity. The Service infrastructure has been recognized of International standard (US, Hongkong, etc.) by the Hitachi Global Customer Service Head. The way service efficiency is being continually improved. Eros customers will never have any reasons to complain.