Operations Manager

Cartrack; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Cartrack in Singapore seeks an Operations Manager/Assistant Manager to lead the after-sales team, set service standards and ensure KPIs are met.

You will coordinate across departments to shorten resolution times, improve processes, and boost customer satisfaction and retention while training staff and delivering regular reports.

Diploma or Bachelor in Engineering or Business with 5+ years in Customer Service (auto aftermarket or SAAS) and excellent English are required.

Qualifications

• Diploma or Bachelor Degree in Engineering or Business with outstanding academic performance.
• Minimum 5 years’ experience in Customer Service within automotive aftermarket or SAAS industry.
• Excellent written and verbal communication skills.
• Proficient in English.
• Strong leadership and management skills with problem-solving abilities.

Responsibilities

• Manage the after-sales team and meet KPIs.
• Coordinate between departments to minimize resolution times.
• Design and monitor operational processes for service delivery and productivity.
• Identify strategies to increase customer satisfaction, loyalty and retention.
• Resolve managerial level customer grievances or special requests.
• Prepare weekly and monthly management reports.
• Provide training and guidance to the after-sales team to uphold brand image.

Skills

Leadership

Customer service

Communication

Education

Diploma/Bachelor Degree in Engineering/ Business

Job description

Job Introduction

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Operations Manager/ Assistant Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities

• Manage the after-sales team by setting service standards and ensuring KPIs are met;
• Ensure strong and clear coordination between departments for minimal resolution times;
• Continually devise and monitor operational processes for optimal service delivery, customer satisfaction and productivity;
• Identify and implement new strategies for increasing customer satisfaction, loyalty and retention by going above and beyond expectations;
• Resolve managerial level customer grievances or special requests;
• Weekly/monthly reporting for management review;
• Demonstrate a high level of leadership skills and provide necessary training and guidance to the after-sales service team’s staff to achieve full competencies and the highest brand image possible.

Requirements

• Diploma/Bachelor Degree in Engineering/ Business with outstanding academic performance;
• Minimum of 5 years’ experience in Customer Service within automotive aftermarket or SAAS industry, experience in a similar industry is an added advantage;
• Excellent written and verbal communication skills;
• Proficient in English;
• Good leadership and management skills with strong problem-solving competency and an out-of-box approach in providing solutions.