JOB DESCRIPTION:

• To support Company’s vision and strategy of developing Smartcares market.
• Effectively construct and lead a highly motivated team, fostering strong teamwork and collaboration.
• Assist to manage a customer service team including both frontend and backend operations, offering guidance, support, and coaching to ensure the delivery of exceptional customer service.
• Manage communication tools for CSO, such as email and phone systems, addressing setup issues, and ensuring call credit balance are topped up for public holidays.
• Reply to customer emails, calls, coordination in between logistic, service centre and outsourced repairers, follow up on end to end process of quotation.
• Address escalated customer complaints and complex issues, assess situations, find appropriate resolutions, and ensure customer satisfaction.
• Foster strong relationships with customers, proactively gathering feedback, addressing concerns, and maintaining positive business relationships.
• Collaborate with B2B / B2C Team to manage daily escalation cases, serving as a liaison between the backend and frontend teams.
• Investigate customer reviews with ratings below five stars, identifying issues and solutions, and implementing action plans to prevent recurrence.
• Any other ad-hoc tasks as assigned by the Management from time to time.

Process development and ownership

• Maintain and optimise existing internal process including but not limited to repair turnaround time, repair quality, quote-to-repair etc
• Identify gaps in implementations and initiate changes/reviews accordingly
• Provide framework to review processes and initiatives to ascertain efficacy; provide data points in decision to retain, modify or discontinue process
• To make sure the SOP / process is executed, if any party fails to adhere, to identify the root cause and find out why

Key Metrics

• Turnaround Time (TAT) : Unit Received to Repair Over
• Unit Rx to Quote Time
• Quote to Repair conversion
• Repeat Repair Rate

REQUIREMENTS:

• Prior experience in retail, customer service, technical coordination, or a similar role.
• Proficiency in using customer relationship management (CRM) software.
• Proficiency in Microsoft Office Suite with a particular expertise in advanced Excel functions such as pivot tables, VLOOKUP, and various other Excel functions.
• Strong organizational and multitasking skills.
• Problem solving skills and the ability to handle challenging customer situations with professionalism.
• Excellent communication and interpersonal skills.
• Able to work effectively in a team-oriented environment.
• Willing to rotate weekend shifts as needed.
• Must be able to travel frequently to various service centers and offices when required.

Please refer the Job description for details