Discover a Home for Your Talents
Arçelik Hitachi Home Appliances is a global lifestyle solutions company formed through a strategic partnership between Arçelik and Hitachi Global Life Solutions, Inc., a subsidiary of Hitachi, a Japanese multinational conglomerate founded in 1910. The joint venture globally manufactures, distributes, and provides after-sales services for Hitachi branded home appliances, including refrigerators, washing machines, and vacuum cleaners, excluding the Japanese market.
Within our community, every role feels like home, fostering a sense of belonging and growth. We value mutual respect, progressive thinking, and the power of diversity and inclusivity. Our commitment to sustainable development is driven by trust in technology and a dedication to producing confidently. As a member of our team, you'll have the opportunity to showcase your talents and contribute to building a prosperous future for all.
Apply Now and Be Part of Our Journey to Inspire Sustainable Lives in Every Home!
What awaits you in this role
We are looking for a passionate Assistant Manager-Customer Service who will join our team in the Customer Service Department.
Customer Service Operations
- Oversee daily customer service operations including inquiries, complaints, warranty claims, and service requests.
- Ensure timely and effective resolution of customer issues in line with company service standards.
- Monitor service KPIs such as response time, resolution rate, and customer satisfaction score.
Team Management
- Supervise, train, and coach customer service executives/agents.
- Allocate workloads and ensure smooth workflow within the team.
- Conduct performance evaluations and support staff development plans.
Service Excellence & Process Improvement
- Develop and implement customer service policies and SOPs.
- Identify service gaps and drive continuous improvement initiatives.
- Work closely with service centers, technicians, and logistics teams to ensure efficient service delivery.
Customer Experience Management
- Handle escalated customer complaints and provide effective resolutions.
- Maintain strong customer relationships and ensure positive brand experience.
- Collect and analyse customer feedback for service enhancement.
Reporting & Coordination
- Prepare regular reports on customer service performance and issues.
- Coordinate with Sales, Marketing, Logistics, and Technical teams to resolve operational challenges.
- Support management in strategic planning related to after-sales service.
Requirements
- Diploma/Degree in Business Administration, Management, or related field.
- Minimum 3–5 years of experience in customer service, preferably in electrical appliances, electronics.
- At least 2–3 years in a supervisory or assistant managerial role.
- Strong leadership, communication, and problem-solving skills.
- Good understanding of warranty processes and after-sales service operations.
- Proficient in Microsoft Office and customer service systems (CRM is an advantage).
- Ability to work under pressure and handle difficult customer situations professionally.
