Assistant Service Manager

Guildhall is partnering with a leading Global Electronics/Home appliance business to hire an Assistant Service Manager to join their team in Dubai! The ideal candidate will be responsible for supporting after-sales service operations, ensuring high-quality customer support, managing service teams, and improving overall service efficiency.

Customer Service Support

1. Respond to customer calls and messages, addressing common inquiries and escalating complex issues as needed.
2. Record customer complaints, assist in investigations, track resolution progress, and provide feedback to customers.
3. Conduct follow-up calls and surveys to gather customer feedback and submit reports for service improvement.

Service Process Assistance

1. Manage order entry, review, and tracking to ensure efficient service operations.
2. Coordinate service arrangements and assist in staff task planning and resource allocation.
3. Analyze service processes and suggest improvements to enhance efficiency and customer satisfaction.

Service Network Management

1. Follow up on work orders assigned to service providers, resolving issues and ensuring timely service delivery.
2. Collect feedback on service performance and report to the manager, assisting in finding effective solutions.

Spare Parts Management & Scheduling

1. Maintain and update inventory records, ensuring data accuracy and proper stock management.
2. Schedule spare parts based on service orders to prevent shortages or excess inventory.
3. Conduct regular inventory checks and manage expired or damaged parts accordingly.

Document & Data Management

1. Maintain service contracts, reports, and essential documentation in an organized manner.
2. Analyze service data and generate reports to support decision-making and operational improvements.
3. Prepare and submit weekly and monthly reports on service performance and key metrics.

Administrative & Additional Responsibilities

1. Handle administrative tasks such as office supply procurement and basic office management.
2. Assist in key service projects, supporting project execution and coordination.
3. Conduct ad-hoc research, service visits, and other tasks as assigned by the management.

Professional Skills

1. Office Software Proficiency: Expertise in Excel, Word, and PowerPoint for data analysis and reporting.
2. Customer Service System Operation: Familiarity with CRM systems for efficient service tracking and customer management.
3. Basic Technical Knowledge: Understanding of product/service technical principles to assist in troubleshooting and support.

Work Experience

1. Customer Service Experience (Preferred): 1-3 years of experience in a customer service or related field.
2. Service Process Management Experience: Prior experience in service process optimization, order management, or resource allocation is a plus.

Personal Abilities

1. Strong communication and interpersonal skills to engage effectively with customers and service teams.
2. Excellent organizational and multitasking abilities to handle multiple service operations efficiently.
3. Problem-solving mindset to analyze issues and implement effective solutions.
4. Team-oriented approach with the ability to collaborate across departments.

Other Requirements

1. Proactive work attitude with a focus on service excellence.
2. Strong professional ethics and commitment to customer satisfaction.
3. Willingness to work overtime and travel when required to support service operations.