Customer Service Manager

Job purpose

We are seeking a highly customer service–oriented professional to manage after-sales service operations in Singapore and Malaysia. This role serves as the key liaison between local partners' technical/field service teams and ANGEL's technical experts in China HQ, ensuring seamless communication, issue resolution, and partner enablement. While the primary focus is on managing local partners and service operations, the Manager must also be prepared to conduct site visits and resolve issues hands-on when necessary. Responsibilities include warranty management, escalations, inventory and spare parts coordination, training, and preparation of service packs that empower partners to provide best-in-class service to end customers.

诚聘一名以客户服务为导向的专业人士,负责新加坡及马来西亚的售后服务运营。该职位作为合作伙伴的 技术与现场服务团队与安吉尔中国总部技术团队之间的关键桥梁,确保沟通顺畅、问题及时解决,并持续赋能合作伙伴。该岗位主要以管理本地合作伙伴和服务运营为主,但在必要时也需亲自到现场,进行问题排查或动手解决。职责范围包括保修与升级流程管理、库存与备件协调、合作伙伴培训及客户包制作,以支持合作伙伴为终端用户提供高质量服务。

Job Responsibilities 职位职责

Customer & Partner Service Liaison 客户与合作伙伴服务对接

• Serve as the first point of contact for partners regarding service or technical issues beyond their resolution capacity.作为合作伙伴处理超出其能力范围的服务或技术问题的第一联系人。
• Coordinate with ANGEL China HQ technical team to obtain solutions and ensure timely, accurate communication.与安吉尔中国总部技术团队紧密协作,获取解决方案并确保及时准确传递。
• Manage warranty and escalation processes, ensuring partner and end-user satisfaction.管理保修与升级流程,确保合作伙伴及终端用户满意。
• Conduct site visits when required to understand issues on the ground and provide hands-on resolution if necessary.在必要时进行现场拜访,了解问题并在需要时亲自解决。

Service Enablement & Training 服务赋能与培训

• Develop and deliver service packs, user guides, training manuals, FAQs, and digital materials tailored for partners and end users.设计并提供客户包、使用指南、培训手册、FAQ 及数字化资料,赋能合作伙伴。
• Conduct product and service training for distributor, dealer, and partner sales/service teams.为经销商、代理商及合作伙伴的销售/服务团队提供产品与服务培训。
• Proactively identify partner knowledge gaps and create resources to close them.主动识别合作伙伴知识不足并制定培训或支持方案。

Service Network & Operations 服务网络与运营

• Build and manage local service teams and third-party providers, including spare parts logistics and inventory.建立并管理本地服务团队及第三方服务商,包括备件物流与库存管理。
• Track and analyze service KPIs (response time, resolution rate, satisfaction, repeat service rates) and drive improvements.监控并分析服务关键指标(响应时间、解决率、满意度、重复服务率),推动改进。
• Collect and analyze after-sales data, propose process improvements, and support HQ in product quality feedback.统计和分析售后数据,提出流程优化建议,并向总部反馈产品质量问题。
• Develop contingency plans for emergencies (e.g. product batch issues, service crises).制定应急预案,应对突发事件(如批量产品问题、服务危机)。

Regulatory Compliance & Market Insights 合规与市场洞察

• Ensure operations comply with Singapore and Malaysia regulations and after-sales policies.确保服务运营符合新加坡及马来西亚法规及售后政策。
• Conduct competitor and market analysis to optimize service strategies.进行竞争对手与市场分析,优化服务策略。

Customer Relations & Brand Representation 客户关系与品牌形象

• Handle escalated customer complaints with strong communication and problem-solving skills.以良好的沟通与问题解决能力处理客户升级投诉。
• Support marketing and sales events (roadshows, exhibitions) by providing technical/service expertise.在市场与销售活动(路演、展会等)中提供技术/服务支持,提升品牌形象。

Job Requirements 职位要求

• Bachelor's degree or Diploma in Engineering (Mechanical, Electrical, Automation, or related field).工程类相关专业本科或文凭(机械、电气、自动化等)。
• Minimum 5 years' experience in after-sales service, customer service management, or technical support, preferably in water purification, appliances, or related industries.至少5年售后服务、客户服务管理或技术支持经验,优先考虑净水、家电或相关行业背景。
• Strong customer service orientation with proven skills in managing warranty, escalations, and complaints.以客户服务为导向,具备管理保修、升级问题与投诉处理的经验。
• Hands-on technical ability in troubleshooting, installation, and maintenance, with willingness to perform on-site support when required.具备故障排查、安装与维护的动手能力,并能在需要时进行现场支持。
• Experience in preparing training materials, service packs, and digital enablement resources.具备编写培训资料、客户包及数字化赋能资源的经验。
• Familiarity with spare parts management, inventories, and coordinating third-party service providers.熟悉备件管理、库存控制及第三方服务商协调。
• Strong communication and interpersonal skills to liaise with both local partners and overseas HQ.具备优秀的沟通与人际交往能力,能与本地合作伙伴及海外总部高效对接。
• Fluent in English; proficiency in Chinese and/or Malay is an advantage for regional coordination.流利英语,会中文或马来语者优先,便于区域协调。
• Experience covering both Singapore and Malaysia markets is preferred.有负责新加坡及马来西亚市场经验者优先。
• Customer-focused, detail-oriented, and results-driven.以客户为中心,注重细节,结果导向。