Key Responsibilities:
Improve service efficiency and Customers Satisfaction, ensure service fulfilments, and enhance customers service experience
- Responsible for the implementation, monitoring and optimization of daily service processes - Responsible for the execution and implementation of daily after-sales service processes within the assigned area, ensuring that installation, repair, and other services are completed according to company standards and procedures.
- Resolve complication arising in daily operations from service partners (including customer complaints, system-related matters, operation and maintenance, and performance fulfilment) - Handle and coordinate complicated and critical issues arising from service partners daily operations, ensuring timely response, effective resolution, and proper closure.
- Collect feedback from service providers and drive the iteration of service solutions - Establish regular communication and feedback mechanisms with service partners to proactively collect issues, suggestions, and improvement opportunities related to installation, repair, dispatching, appointment scheduling, and service fulfilments.
- Service Data Analysis with Establishing Service SOP - Collect, consolidate, and analyse key after-sales service data, including order volume, installation/repair turnaround time, fulfilments rate, complaint rate, service quality, and customer satisfaction.
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: Process sorting, communication and coordination, Data Analysis, empathy and troubleshooting
- Language: Proficiency in English. Chinese and Bahasa Malaysia is an advantage.
- Travel Requirement: Willingness to travel when required.
