Job Introduction
We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Operations Manager/ Assistant Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibilities
- Manage the after-sales team by setting service standards and ensuring KPIs are met;
- Ensure strong and clear coordination between departments for minimal resolution times;
- Continually devise and monitor operational processes for optimal service delivery, customer satisfaction and productivity;
- Identify and implement new strategies for increasing customer satisfaction, loyalty and retention by going above and beyond expectations;
- Resolve managerial level customer grievances or special requests;
- Weekly/monthly reporting for management review;
- Demonstrate a high level of leadership skills and provide necessary training and guidance to the after-sales service team's staff to achieve full competencies and the highest brand image possible.
Requirements
- Diploma/Bachelor Degree in Engineering/ Business with outstanding academic performance;
- Minimum of 5 years experience in Customer Service within automotive aftermarket or SAAS industry, experience in a similar industry is an added advantage;
- Excellent written and verbal communication skills;
- Proficient in English;
- Good leadership and management skills with strong problem-solving competency and an out-of-box approach in providing solutions.
