General Manager - Group service
Roles & Responsibilities
Job Description:
Manage Premium Group Aftersales service department operations.
Responsible for all service matters for all brands under Premium Group of Companies.
Achieve the sales and profit target for service sales.
Manage complaints cases in an efficient and orderly manner.
Help to develop a customer service policy for Group Aftersales department.
Communicate with principals on Group Aftersales customer service matters.
Be responsible for the service quality, development and its harmony within the designated teams.
Facilitate senior management to achieve the overall aftersales KPI.
Be responsible for (CEM) customer experience management’s rating.
Liaise with other departments in ensuring that customers’ needs are met; on-time delivery, customer treatment, quality of repair, reasonable cost, etc.
Oversee and supervise the work of the subordinates and ensure that the Group service department works in an efficient and professional manner.
Follow up on outstanding bills pertaining to service and repair.
Facilitate Warranty Manager to better control on claim submissions with service advisors to avoid unwanted charge back
Establish and maintain good relationships with customers, business partners, stake holders and authorities.
Promote and encourage customer loyalty and customer retention.
Perform any other duties as and when assigned
Job Requirements:
Minimum degree or similar academic discipline.
Preferably at least 5 years’ of relevant experience as Senior Manager or similar capacity.
Proven track record with strong negotiation, interpersonal and leadership skills.
Positive, high integrity, organised, resourceful and high level of commitment and drive.
Good business acumen with excellent problems solving skills.
Tell employers what skills you have
Complaint Management
Strong Business Acumen
Resourceful
Well Organised
Support quality team
scientific discipline
Achieving Sales Targets
Service Brand
Management of a Development Team
Interpersonal Leadership
After-sales Service
Negotiation Analysis
Service Quality
Senior Management Review
Positivity
General Group Administration