Customer Service & After Sales Manager (Luxury Retail)
Robert Walters
- Kuala Lumpur
- RM 96,000-120,000 per year
- Permanent
- Full-time
In this business critical role you will be responsible for defining the broad business development strategy, delivering the highest quality service alongside four other country marketing directors. You will also take the lead providing direction to all marketing-related activities, including brand management, market research, events management and directory/league table submissions.Key Responsibilities:Closely collaborate with stakeholders: Actively engage with customer service partners, repair centers, frontline teams, and business heads to understand their pain points, gather feedback, and brainstorm solutions for providing exceptional after-sales service. Regular meetings and open communication channels can foster a collaborative environment.Set clear customer satisfaction goals: Establish measurable CSAT and KPI targets aligned with overall business objectives. Develop a comprehensive dashboard to track performance metrics and conduct regular repair analysis to identify areas for improvement.Continuous performance monitoring and optimization: Implement a systematic approach to monitor performance metrics, promptly address any deviations from targets, and design strategies to enhance both customer satisfaction and operational efficiency. Regularly review processes and procedures to streamline operations and improve service quality.Effective management of SAP tracer program: Ensure the efficient functioning of the SAP tracer program, which involves tracking and tracing spare parts and repair services. Utilize the data collected from SAP to make informed decisions and optimize inventory levels.Spare parts management and logistics: Oversee the ordering of spare parts from customer service partners and stores, manage shipments from the China warehouse to various markets, and maintain optimal inventory levels to meet demand while minimizing costs.Reporting and senior management engagement: Prepare comprehensive monthly KPI dashboards and repair analyses for review by senior management. Provide insights and recommendations based on the data to drive strategic decisions.Case monitoring and data accuracy: Regularly monitor the status of customer service cases in the SAS system, ensuring data accuracy and following up on any unusual cases with stores or relevant stakeholders.Training and development: Conduct regular training sessions for customer service partners to enhance their skills and knowledge, enabling them to deliver exceptional service to customers.Billing and financial oversight: Cross-check monthly billing of repair services and spare parts to ensure accuracy and obtain management approval. Maintain transparency and integrity in financial transactions.Integration of communication systems: Work on integrating communication systems with service cloud to streamline processes, improve communication efficiency, and enhance overall customer experience.Ad hoc project support: Provide support for ad hoc projects as needed, demonstrating flexibility and willingness to contribute to the team's success.To succeed in the Customer Service & After Sales Manager (Luxury Retail) job, you will need to have the ability to work effectively and co-operatively with senior business development teams, across borders and internal matrix.Key Requirements:
- Minimum 5 years solid experience in customer services, complaint handling and management of CS partners such as call center or repair vendors.
- Great sense of ownership and commitment to deliver excellent CS standard.
- Good interpersonal and communication skill with an analytical mind and problem-solving skills.
- Proactive and able to work under fast-paced working environment.
- Salesforce Service Cloud experience an advantage.
- Good command of spoken English, Mandarin and Malay.
- Good Microsoft Office skills.