Service Manager

Service Manager

Co‑develop and adapt Aftersales customer service guidelines, policies, procedures and standards.

Responsible for aftersales customer satisfaction and complaint management.

Oversee operations at customer's area, hire, train and groom staff to meet the service quality and brand image.

Promote and encourage customer loyalty and customer retention.

Handle customer’s complaint cases in an efficient and orderly manner.

Communicate with principals on aftersales customer service matters.

Responsible for the service quality, development and its harmony within the designated teams.

Develop and implement customer service improvement measures.

Responsible for (CEM) customer experience management’s rating.

Responsible for workshop test rating.

Perform other duties as and when assigned.

• Minimum Diploma or equivalent.
• At least 3-5 years’ experience in customer service as a management level staff.
• Preferably with automotive background.
• Basic technical knowledge in vehicles are required.
• Good business acumen with excellent problem solving skills.
• Proven track record with strong negotiation, interpersonal and relationship building skills.
• Positive working attitude, organised, independent, resourceful and with high level of commitment and drive.