Customer Service Manager

As the Customer Care Manager , you will be responsible for managing all aspects of the after-sales service operations (Transportation – Installation – Maintenance) to ensure customer satisfaction and loyalty. You will oversee a team of service representatives, coordinate service activities, and implement strategies to enhance the overall customer experience. Your primary focus will be on resolving customer issues, providing technical support, and implementing service improvement initiatives.

Requirements

1. Team Management:

• Lead, mentor, and coach the after-sales service team to deliver exceptional customer service.
• Provide guidance and support to service representatives in resolving customer inquiries, complaints, and technical issues.
• Conduct regular performance reviews and training sessions to develop the skills and capabilities of the team.

2. Service Coordination:

• Plan, schedule, and coordinate service activities, including repairs, installations, and maintenance visits.
• Allocate resources effectively to ensure timely response to customer requests and service appointments.
• Liaise with internal departments, such as sales, logistics, warehouse, vendor and outsource workshops, to facilitate seamless service delivery.

3. Customer Relationship Management:

• Build and maintain strong relationships with customers to understand their needs and preferences.
• Address customer inquiries and concerns in a timely and professional manner, striving to exceed their expectations.
• Proactively communicate with customers to provide updates on service requests and ensure satisfaction.

4. Quality Assurance:

• Establish and enforce quality standards and procedures for after-sales service activities.
• Conduct regular inspections and audits to ensure compliance with quality requirements and safety regulations.
• Implement corrective actions and process improvements to enhance service quality and efficiency.

5. Technical Support:

• Provide technical assistance and troubleshooting guidance to customers and service technicians.
• Coordinate with product development and engineering teams to resolve complex technical issues and product defects.
• Stay up-to-date on product knowledge, specifications, and updates to effectively support customers.

6. Service Improvement Initiatives:

• Identify opportunities to enhance the after-sales service experience and drive continuous improvement.
• Collect and analyze customer feedback and service metrics to identify trends and areas for enhancement.
• Implement service improvement initiatives, such as process optimizations, training programs, and technology enhancements.

7. Vendor and Supplier Management:

• Collaborate with vendors and suppliers to ensure timely delivery of spare parts, components, and materials for service activities.
• Negotiate service contracts and agreements to optimize service costs and ensure service level commitments are met.
• Evaluate vendor performance and address any issues or concerns related to product quality or service delivery.

Qualifications

• Bachelor's degree in Business Administration, Engineering, or related field.
• Proven experience in Customer Care, after-sales service management, preferably in the furniture or consumer goods industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Technical aptitude and ability to troubleshoot technical issues.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Analytical skills and ability to interpret service metrics and data.
• Proficiency in CRM software and Microsoft Office Suite.