2019 Dec – Position Closed

Responsibilities:

• Establish and ensure service operational effectiveness to day-to-day service center operations

• Manage and ensure all customer service KPI are achieved as specified in the service agreement (SOW) by the Principal vendor or service partner

• Manage staff performance of the service center operations with the respective JD and KPI

• Ensure service policy and procedures are in place in the service center

• Manage and ensure spare parts and accessories stocking accuracy in the service center

• Provide management support to customer service officer (CSO) and sales staff for customer compliant escalation with resolution

• Submit monthly service performance report(s) as required by the principal vendor or company senior management

• Identify and develop training needs for service personnel to deliver service excellence and customer experience for the business and for continuous improvement

• Supervise, monitor and drive the performance of team members

• Identify enhancement opportunities and implement feasible improvement measures so to raise service quality

Requirements:

• A Degree or Diploma in business management with minimum of 4 years of working experience in management position in service industry

• Good planning and organizing skills

• Strategic thinking with excellent judgment and problem solving skill

• Strong interpersonal skills to communicate effectively with customers and all levels of management and peers

• Proactive and self-motivated, positive, mature and able to work under pressure

• Proficient in Microsoft Office application like Words, Excel and PowerPoint

• Proficient in English and Mandarin

*** Please provide your expected salary in your CV for reference ***

Interested party, please send your details resume with current and expected salary to our Human Resources Department by email to hr_my@ecfix.com with MS WORD Format ONLY. OR apply for the position through our Online System below.  All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.