Service Excellence Lead

2 days ago

Singapore beBeeLeadership Full time $80,000 - $120,000
Aftersales Service Manager Role

This is a leadership role in service delivery, customer satisfaction, and business growth. The Aftersales Service team aims to achieve key performance indicators (KPIs) by closely monitoring and meeting set targets.

Key Responsibilities:
  1. • Ensure quality of service and repair work meets required standards. • Maintain workshop efficiency, productivity, and utilization usage for staff via close monitoring. • Recruit and deploy staff to ensure daily operations run optimally. • Maintain and ensure service centre meets government regulations and retail standard requirements. • Determine degree of efficiency, productivity, utilization rate, service sales turnover, and net promoter score (NPS) on a monthly basis. • Assess need to purchase and authorize ordering of workshop consumable items, tools, and equipment. • Review performance of individual staff to ensure work attitude and performance align with company objectives. • Propose and take measures to streamline work processes and motivate personnel. • Maintain and strengthen customer service processes to improve customer satisfaction. • Develop staff through training, coaching, and mentoring to enhance performance and build competencies. • Conduct weekly and monthly meetings to share and feedback key results for corrective action. • Build strong rapport with internal and external stakeholders/customers to meet business objectives and targets. • Develop and promote team spirit within Aftersales personnel through technical/non-technical training and career system. • Set up and control proper warranty structures and procedures according to regulations. Close follow-up of cost development in warranty and goodwill.

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