About the job
Ensure all inbound queries raised by customers on company products are addressed by a dedicated customer service support center on time.
Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
Manage all customer retention activities and proactively identify potential areas for improvement and implement solutions.
Monitor the daily fitment statistics and be responsible for technicians productivity.
Analyze, identify, and report on industry trends, to review the feasibility of new product development.
Provide products and systems training to internal employees and customers when required.
Review and approve all billing reports from various service providers.
Bachelor Degree in Engineering with outstanding academic performance
Minimum of 5 years experience in team management. Experience in a similar industry is an added advantage
Proven track record in customer service
Proficient in English and Mandarin (to liaise with Chinese speaking customers)
Excellent communication and interpersonal skills
Hands-on and a positive attitude
Technically independent with good initiative
Strong analytical problem-solving skills with an out-of-box approach in providing solutions