1. Customer Service Management:- Lead and manage the customer service team to provide excellent after-sales support.- Develop and implement customer service policies and procedures.- Handle escalated customer issues and complaints, ensuring quick and effective resolution.- Monitor customer satisfaction metrics and develop plans to improve service quality.2. Service Operations:- Oversee the scheduling and management of repair and maintenance services.- Coordinate with the technical support team to ensure timely and efficient service delivery.- Manage spare parts inventory and ensure availability to minimize service delays.- Develop and maintain relationships with external service providers and partners.3. Sales Support:- Work closely with the sales team to understand customer needs and expectations.- Provide feedback and insights to the sales team based on customer interactions and service trends.- Support the sales team in driving repeat business and upselling after-sales services.4. Process Improvement:- Analyze after-sales processes and identify areas for improvement.- Implement best practices and innovative solutions to enhance after-sales service delivery.- Monitor industry trends and adjust strategies to maintain competitive advantage.5. Training and Development:- Train and mentor after-sales staff to enhance their skills and knowledge.- Develop training programs for new employees and ongoing training for existing staff.- Promote a customer-centric culture within the team.6. Reporting and Analysis:- Prepare and present regular reports on after-sales activities, performance metrics, and customer feedback.- Use data to drive decision-making and strategy development.- Set and track key performance indicators (KPIs) for the after-sales team.JOB REQUIREMENT- At least have Bachelor's degree in Business Administration, Marketing, Engineering, or a related field.- Minimum of 5-7 years of experience in after-sales or customer service management, preferably in a related industry.- Strong leadership and team management abilities.- Excellent communication and interpersonal skills.- Analytical and problem-solving skills.- Customer-focused mindset with a commitment to quality service.**Job Types**: Full-time, PermanentPay: RM5,000.00 - RM7,000.00 per month**Benefits**:- Health insurance- Maternity leave- Opportunities for promotion- Parental leave- Professional developmentSchedule:- Day shiftSupplemental pay types:- Yearly bonus
