Supervise daily operations, including business hours, staff scheduling, equipment maintenance, and ensure the normal operation of the service centre.
Analyse operational data and adjust operational strategies based on maintenance time, satisfaction, and after-sales data.
Develop recruitment plans based on business needs and screen front desk staff, after-sales maintenance engineers and other personnel.
Organize employee training, including onboarding, product knowledge, communication skills, and after-sales standard training to enhance team capabilities.
Evaluate employee performance and provide feedback, pay attention to employee career development, and create a positive team atmosphere.
Establish and improve the after-sales service system, formulate after-sales processes and standards, and ensure efficient and high-quality services.
Manage the after-sales maintenance team, arrange tasks reasonably, supervise progress and quality, and reduce the complaint rate.
Manage after-sales accessories to ensure sufficient inventory.
Job Requirements
SPM, Diploma, Bachelor Degree or above, after-sales major is preferred.
More than 2 years of after-sales management experience is preferred.
Familiar with the smartphone or AIOT products and consumer habits.
Excellent team management ability, able to motivate, train and develop members.
Excellent sales management ability, familiar with sales processes and techniques.
Strong communication and coordination skills, able to cooperate well with internal and external parties.
Possess data analysis ability, proficient in using Excel to analyse operational data.
Good problem-solving ability, able to deal with operational problems in a timely manner.
Possess financial management knowledge, able to prepare and control budgets.
Working hours: 8 hours, 5 days a week, may need to work on weekends and holidays.
