Assistant Customer Service & Aftersales Manager

Duties of Assistant Customer Service & Aftersales Manager

• To oversee the Aftersales Service centre and manage a customer service team:
  • Handles customer emails, phone calls, walk-in and live chats with accuracy and satisfactory answers to their queries and concerns.
  • De-escalate situations involving dissatisfied customers, assistance and support.
  • Managing the aftersales system to ensure all repair data is uploaded accurately
  • Closely follow up on customers’ cases and co-ordinate with customers when repairs are completed
  • Facilitate payments (if any) 
• Manages and co-ordinates with our 3PL repairer on the repair orders and ensure that all repairs are completed within the stipulated timeline.
• Responsible to achieve precision in stock management by balancing inventory availability and cost effectiveness.
• Set up and manage inventory and operations software.
• Establishing and maintaining close collaborative ties with frontline team and channel managers for SAS matters.
• To improve the service level of SAS team and SAS operations processes.
• Liaise and work with regional team on product & repairs feedback.
• Track KPIs and uphold strict warranty policy compliance.
   

Ideal Background of Assistant Customer Service & Aftersales Manager

• Diploma/Degree holder. 
• Minimum 3 years in aftersales and customer service facing role.
• Minimum 1 year in leadership role managing a team of customer service.
• Experience supporting customer in technical support.
• Good written and verbal communication skills to respond to customer feedback.
• Have a positive attitude to adapt to the dynamic environment and strong ability to cope under pressure.
• Independent, mature, confident and able to deal with a diversified community.
• Self-starter who is results oriented and driven to deliver results.