Run Service Infocare - Area Service Manager

Area Service Manager

Job description:

Roles and Responsibilities:

- Proven working experience as a customer service manager, Center manager (From TV, Mobiles & Laptops)

- Responsible for building Service Authorized Service Centre ( ASC ) network and Trade Management

- Lead Field Services, from ASC Management aftermarket business development

- Responsible for driving Services with Process Compliance and ensure organizations processes and policies are adhered by ASC

- Ensuring the efficient and effective operation of the Service Center ( Mobiles/TV/Laptop)

- Elaboration and implementation of strategies for the development of the Service Center

- Ensuring efficient and effective human resources services

- Expand the service network to improve service reach and market share.

- Improve customer service experience, create engaged customers and facilitate organic growth

- Take ownership of customers issues and follow problems through to resolution

- Keep accurate records and document customer service actions and discussions

- Analyze statistics and compile accurate reports

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments and apply best practices to areas of improvement

Desired Candidate Profile:

- Experience in providing customer service support

- Excellent knowledge of management methods and techniques

- Working knowledge of customer service software, databases and tools

- Awareness of industry's latest technology trends and applications

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation