Area Service Manager - Mobile & After-Sales

CARLCARE SERVICE PH INC.; Las Piñas; Sur place; PHP 600 000 - 800 000; Plein temps

Résumé du poste

CARLCARE SERVICE PH INC. in Las Piñas, Metro Manila, Philippines, seeks a Customer Service Operations Manager to lead daily call analysis and oversee after-sales service for Mobile, TV, Laptop and Accessories.

You will monitor CSR, technicians, and storekeepers to meet TAT, satisfaction and inventory goals, while coordinating visits with dealers and the sales team to ensure zero after-sales complaints and effective service center cost management.

Qualifications

• Daily Open Call Analysis for Mobile, TV, LAPTOP and Accessories
• Listen and Resolve Customer complaints, Sales team Feedback, DBR feedback and ensure highest level of satisfaction for all
• Meet organization goals (TAT, BR, Satisfaction, Inventory Accuracy)
• Monitor CSR, Technician & Storekeeper daily task after sales deportment to meet organization goals
• Visit dealer, Sales team to ensure Zero after sales complaint
• Service Center Income & Expense Management
• Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Center
• Reduce NFF for UW parts consumption
• Download new product Information to Technician
• Provide repair Skill know-How to repair technician
• Arrange Trainings for new product Bulleting
• Root Cause Analysis of Customer-Service -Performance parameters and corrective action planning, implementation and control
• To report quality failures with respect to the company's products to the quality control team for immediate corrective actions
• Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)

Responsabilités

• Daily Open Call Analysis for Mobile, TV, LAPTOP and Accessories
• Listen and Resolve Customer complaints, Sales team Feedback, DBR feedback and ensure highest level of satisfaction for all
• Meet organization goals (TAT, BR, Satisfaction, Inventory Accuracy)
• Monitor CSR, Technician & Storekeeper daily task after sales deportment to meet organization goals
• Visit dealer, Sales team to ensure Zero after sales complaint
• Service Center Income & Expense Management
• Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Center
• Reduce NFF for UW parts consumption
• Download new product Information to Technician
• Provide repair Skill know-How to repair technician
• Arrange Trainings for new product Bulleting
• Root Cause Analysis of Customer-Service -Performance parameters and corrective action planning, implementation and control
• To report quality failures with respect to the company's products to the quality control team for immediate corrective actions
• Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)

Description du poste

Job description:

Customer Service Operation Management

• Daily Open Call Analysis for Mobile, TV, LAPTOP and Accessories

• Listen and Resolve Customer complaints, Sales team Feedback, DBR feedback and ensure highest level of satisfaction for all;

• Meet organization goals (TAT, BR, Satisfaction, Inventory Accuracy)

• Monitor CSR, Technician & Storekeeper daily task after sales deportment to meet organization goals;

• Visit dealer, Sales team to ensure Zero after sales complaint

• Service Center Income & Expense Management

Service Asset Management

• Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Center

• Reduce NFF for UW parts consumption

Repair Skill Enhancement of Technician

• Download new product Information to Technician

• Provide repair Skill know-How to repair technician

• Arrange Trainings for new product Bulleting

Customer Service Performance Management

• Root Cause Analysis of Customer-Service -Performance parameters and corrective action planning, implementation and control

• To report quality failures with respect to the company's products to the quality control team for immediate corrective actions

• Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)