Provides leadership to Customer Service Department by achieving operational efficiency, to reach excellent customer satisfaction, and generating service business at a reasonable cost.
Responsibilities
Responsible in the overall management of a national service partner network, technical support, call center, spare parts management, showroom and solution centers.
Periodic review and evaluation of Service Partners and Outsource vendors.
Standardize all customer services procedures and policies.
Increase the quality & efficiency of customer service through process improvements and policy formulation to be more competitive in the market.
Collaborates with Regional Customer Support to ensure local objectives and directions are aligned with regional direction.
Foster teamwork and maintain a highly motivated Customer Support team through effective leadership, communication, and guidance.
Responsible for managing solution centre and showroom operation.
Requirements
Degree in Business Admin or equivalent with at least 10 years in Customer Service Management at trading company.
Customer handling skills & understand customer/sales and service channel expectation in different market segment on different products.
Spare part management.
Risk management (part of business management)
Performance management
Process reengineering.
People Management
Good leadership and communication skills
Systematic, organize, able to work under pressure and fast-paced environ
