Description:
- Overseeing the service operations of a company to ensure quality customer support and after-sales services
- Formulating procedures and policies that define how the service staff can provide quality service, and support to customers
- Establishing quality standards for staff to adhere to as part of their daily duties
- Managing a team of customer service representatives, technicians and support staff to log, resolve and document issues
- Maintaining strong work relationships with suppliers, vendors and manufacturers for defect resolution, repair or replacements
- Auditing the work of the service department to identify inefficiencies and devising solutions
- Managing the budget related to a company's service department
- Collaborating with the information technology (IT) team to automate redundant, time-consuming tasks so that the service staff can focus on improving their interaction with customers and understanding their concerns better
- Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
- Preparing comprehensive reports detailing all the activities of the service department to the senior management
- Training service staff on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution
Requirements:
- Overseeing the service operations of a company to ensure quality customer support and after-sales services
- Formulating procedures and policies that define how the service staff can provide quality service, and support to customers
- Establishing quality standards for staff to adhere to as part of their daily duties
- Managing a team of customer service representatives, technicians and support staff to log, resolve and document issues
- Maintaining strong work relationships with suppliers, vendors and manufacturers for defect resolution, repair or replacements
- Auditing the work of the service department to identify inefficiencies and devising solutions
- Managing the budget related to a company's service department
- Collaborating with the information technology (IT) team to automate redundant, time-consuming tasks so that the service staff can focus on improving their interaction with customers and understanding their concerns better
- Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
- Preparing comprehensive reports detailing all the activities of the service department to the senior management
- Training service staff on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution
- Automation
- Mechanic
- Managment Skills
- Automation Software
- Exceptional problem-solving and decision-making abilities
- Ability to manage and motivate a team to work towards a common goal
- Working knowledge of the semiconductor industry, including recent trends and developments in the field
- Familiarity working with service management software or customer relationship management systems
-
- Preferred Degree in Business Administration and additional certifications in customer service, project management or related areas
- Strong understanding of customer service principles and practices
- 5+ years as a Automation Service Manager
- Licence code AB (car and motorcycle)
- Preferred Degree in Business Administration and additional certifications in customer service, project management or related areas
- Strong understanding of customer service principles and practices
- 5+ years as a Automation Service Manager
- Licence code AB (car and motorcycle)
- Exceptional problem-solving and decision-making abilities
- Ability to manage and motivate a team to work towards a common goal
- Working knowledge of the semiconductor industry, including recent trends and developments in the field
- Familiarity working with service management software or customer relationship management systems
-
- Preferred Degree in Business Administration and additional certifications in customer service, project management or related areas
- Strong understanding of customer service principles and practices
- 5+ years as a Automation Service Manager
- Licence code AB (car and motorcycle)
14 Feb 2025;
from:
careers24.com