Home Appliances Service Network Executive (1 Year Contract)

Key Responsibilities:

This role involves ensuring high customer satisfaction, managing service teams, coordinating with dealers and service partners, and driving continuous improvement in after-sales service processes.

• Regional After-Sales Operations: Oversee and manage all after-sales service activities, including customer support, warranty services, and repairs in the designated region.
• Team Management: Lead, train, and motivate after-sales service teams, ensuring high performance and professional customer interactions.
• Customer Satisfaction: Ensure excellent customer service by addressing complaints, improving service efficiency, and maintaining high customer satisfaction scores.
• Process Improvement: Identify areas for service improvement and implement best practices to enhance efficiency and service quality.
• KPI Monitoring & Reporting: Track key performance indicators (KPIs), analyze service data, and prepare regular reports for senior management.
• Compliance & Standards: Ensure adherence to company policies, safety regulations, and industry service standards.

Job Requirements:

• Education: Bachelor's degree in Business Administration, Engineering, or a related field.
• Experience: Minimum of 2 years of experience in after-sales service management, preferably in the automotive, electronics, or consumer goods industry.
• Skills: Strong leadership and team management skills, Excellent problem-solving and decision-making abilities, Strong customer service orientation, Good communication and negotiation skills, Ability to analyse data and drive performance improvements, Familiarity with service operations, warranty policies.
• Language: Proficiency in English, Chinese and Bahasa Malaysia is an advantage.
• Travel Requirement: Willingness to travel when required.