Sales Manager

Prime Power Energie System; Pasig; On-site; PHP 502,200 - 725,400; Full time

Job summary

A leading energy solutions provider in Metro Manila seeks a Customer Service Manager to oversee all customer service activities. This role involves ensuring timely resolutions of customer issues, developing service standards, and managing warranty operations. The ideal candidate will enhance efficiency in after-sales processes and build strong relationships with key accounts. Experience in customer relationship management and a focus on performance analysis are essential. Join a dynamic team and contribute to delivering exceptional customer service.

Responsibilities

• Oversee all customer service activities, including inquiries, complaints, and technical support.
• Ensure timely resolution of customer issues to maximize satisfaction and retention.
• Develop and implement customer service policies, procedures, and service standards.
• Identify and implement opportunities to improve efficiency and streamline after-sales processes.
• Ensure compliance with company policies, industry standards, and safety regulations.
• Oversee warranty management, service requests, repairs, returns, and replacements.
• Coordinate with logistics, technical teams, and product management to ensure smooth operations.
• Monitor service levels and improve turnaround times for after-sales processes.
• Track KPIs such as service turnaround time, customer satisfaction (CSAT), NPS, and repeat service rates.
• Analyze service performance data and prepare regular reports for management.
• Identify trends and recommend improvements to after-sales strategies.
• Build strong, long-term relationships with customers and key accounts.
• Gather customer feedback and translate insights into actionable improvements.
• Support sales teams with customer retention and upselling opportunities.

Job description

ROLES & RESPONSIBILITIES:

Customer Service & Support

• Oversee all customer service activities, including inquiries, complaints, and technical support.
• Ensure timely resolution of customer issues to maximize satisfaction and retention.
• Develop and implement customer service policies, procedures, and service standards.

Process & Quality Improvement

• Identify and implement opportunities to improve efficiency and streamline after-sales processes.
• Ensure compliance with company policies, industry standards, and safety regulations.

Service Operations Management

• Oversee warranty management, service requests, repairs, returns, and replacements.
• Coordinate with logistics, technical teams, and product management to ensure smooth operations.
• Monitor service levels and improve turnaround times for after-sales processes.

Reporting & Analysis

• Track KPIs such as service turnaround time, customer satisfaction (CSAT), NPS, and repeat service rates.
• Analyze service performance data and prepare regular reports for management.
• Identify trends and recommend improvements to after-sales strategies.

Customer Relationship Management

• Build strong, long-term relationships with customers and key accounts.
• Gather customer feedback and translate insights into actionable improvements.
• Support sales teams with customer retention and upselling opportunities.