Ensure work process comply ESH policies and act as management representative for ESH Committee.
Develop and continually improve technical skill of the service team.
Work closely with supply management, sales, engineering and other functions in the team / company to implement solutionizing and optimize support to customers.
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Ensure work process comply ESH policies and act as management representative for ESH Committee.
Develop and continually improve technical skill of the service team.
Work closely with supply management, sales, engineering and other functions in the team / company to implement solutionizing and optimize support to customers.
...
Ensure work process comply ESH policies and act as management representative for ESH Committee.
Develop and continually improve technical skill of the service team.
Work closely with supply management, sales, engineering and other functions in the team / company to implement solutionizing and optimize support to customers.
...
What You'll Do: Oversee the aftersales service operations to ensure high-quality support Develop strategies to improve customer satisfaction and retention Train, mentor, and manage the customer service team Resolve escalated customer issues effectively and efficiently Analyze performance metrics to identify areas for improvement Collaborate with other departments to enhance product offerings based on feedback Prepare regular reports on service performance for management review
What We're Looking For: Minimum of 5 years experience in a similar role or industry Strong leadership and team management skills Excellent communication and interpersonal abilities Proficient in CRM software and Microsoft Office Suite Ability to work independently as well as part of a team A proactive approach to problem-solving with a focus on customer needs
Ready to make an impact? Apply now and join us in delivering exceptional aftersales service!
This role is responsible for overseeing customer service operations, order management, billing processes, principal claims administration, customer relationship management, and continuous improvement initiatives to ensure operational excellence and service quality.
Key Responsibilities
• Lead and manage the day-to-day operations of the Customer Service Department to ensure efficient and effective processing of customer orders, returns, billing, and claims.
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Website Lead Conversion: Oversee the website-generated funnel, ensuring customers are clearly educated on the CARSOME inspection process and flow.
Deal Negotiation: Take ownership of the negotiation process post-inspection to secure vehicle purchases and meet monthly procurement targets.
Proactive Follow-ups: Lead daily follow-up activities with pending customers to drive deal confirmation or encourage participation in bidding sessions.
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Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
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Manage and lead the Customer Service team to deliver high-quality service, achieve operational KPIs, ensure compliance with company policies, and resolve customer enquiries and escalations effectively.
Oversee customer service back-end operations to ensure timely and accurate processing of transactions, maintenance of customer records, and adherence to operational procedures and regulatory requirements.
Analyze customer feedback and operational data to identify trends, improve service quality, and enhance overall customer experience.
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