Job Purpose:

To ensure a positive and seamless customer experience by supervising and guiding customer service representatives, monitoring interactions, and developing strategies to enhance customer satisfaction and loyalty.

Main Duties/Responsibilities:

• Develop and implement strategies to achieve and exceed customer service targets.
• Lead, mentor, and motivate the customer service team and ensure that the team delivers high-quality service, maintaining compliance standards, and fostering client trust and loyalty.
• Oversee day-to-day operations of the showroom, ensuring efficiency and alignment with business objectives.
• Monitor customer service metrics, including customer satisfaction, response times, service quality and provide insights for management decision.
• Provide expert guidance in addressing client inquiries, complaints or escalations promptly to maintain a positive customer experience.
• Analyze customer service data and prepare regular reports on performance, trends, and recommendations for improvement.
• Support dealers/distributors by ensuring they receive the necessary tools, training and resources to effectively serve customers and achieve business goals.
• Provide detailed reports to senior management on progress towards customer service and performance goals.
• Continuously assess and improve customer service processes, workflows, and tools to enhance productivity and efficiency.
• Collaborate with other departments, such as Marketing and Sales, to align customer service efforts with broader business goals.
• Collaborate with the sales and marketing teams to ensure that product knowledge and customer needs are met.
• Identify and report on any recurring technical issues or opportunities for product improvement.
• Stay updated with the latest developments in battery technology and the best practices for troubleshooting and repair.
• Manage the operations and efficiency of the call center.
• Set clear performance expectations, conduct regular evaluations, and provide constructive feedback.
• Develop and execute training programs to improve customer service skills, product knowledge, and problem-solving abilities.
• Foster a positive and collaborative work environment that promotes teamwork and accountability.
• Any other duties as the need may arise.

Education and Professional Qualifications:

• Bachelor’s Degree in Business Administration, or Sales and Marketing or equivalent. CIM

Working Experience:

• 5+ years of experience in customer service management, with a proven record of meeting and exceeding service targets.
• Strong knowledge of customer service techniques, CRM systems, and call center technologies.
• Experience in performance management & team leadership; Familiarity with battery systems & related technologies is a strong advantage.

Skills, Knowledge and Abilities:

Technical Core and Behavioral

• Good industry knowledge.
• Kaizen knowledge.
• ISO 9001,
• Sales
• Marketing
• Branding
• Communication skills
• Interpersonal skills
• Customer focus
• Innovation & creativity
• Results orientation
• Communication
• Decision making
• Planning & organizing skills
• Business acumen
• Good strategic planning skills
• Coaching & developing Others
• Delegation & empowerment
• Emotional intelligence
• Driving for results
• Negotiation skills
• Persuading & Influencing
• Adapting & Responding to Change
• Coping with Pressure & Setbacks
• Entrepreneurial Thinking

• Develop and implement strategies to achieve and exceed customer service targets.
• Lead, mentor, and motivate the customer service team and ensure that the team delivers high-quality service, maintaining compliance standards, and fostering client trust and loyalty.
• Oversee day-to-day operations of the showroom, ensuring efficiency and alignment with business objectives.
• Monitor customer service metrics, including customer satisfaction, response times, service quality and provide insights for management decision.
• Provide expert guidance in addressing client inquiries, complaints or escalations promptly to maintain a positive customer experience.
• Analyze customer service data and prepare regular reports on performance, trends, and recommendations for improvement.
• Support dealers/distributors by ensuring they receive the necessary tools, training and resources to effectively serve customers and achieve business goals.
• Provide detailed reports to senior management on progress towards customer service and performance goals.
• Continuously assess and improve customer service processes, workflows, and tools to enhance productivity and efficiency.
• Collaborate with other departments, such as Marketing and Sales, to align customer service efforts with broader business goals.
• Collaborate with the sales and marketing teams to ensure that product knowledge and customer needs are met.
• Identify and report on any recurring technical issues or opportunities for product improvement.
• Stay updated with the latest developments in battery technology and the best practices for troubleshooting and repair.
• Manage the operations and efficiency of the call center.
• Set clear performance expectations, conduct regular evaluations, and provide constructive feedback.
• Develop and execute training programs to improve customer service skills, product knowledge, and problem-solving abilities.
• Foster a positive and collaborative work environment that promotes teamwork and accountability.
• Any other duties as the need may arise.

• Good industry knowledge.
• Kaizen knowledge.
• ISO 9001,
• Sales
• Marketing
• Branding
• Communication skills
• Interpersonal skills
• Customer focus
• Innovation & creativity
• Results orientation
• Communication
• Decision making
• Planning & organizing skills
• Business acumen
• Good strategic planning skills
• Coaching & developing Others
• Delegation & empowerment
• Emotional intelligence
• Driving for results
• Negotiation skills
• Persuading & Influencing
• Adapting & Responding to Change
• Coping with Pressure & Setbacks
• Entrepreneurial Thinking

• Bachelor’s Degree in Business Administration, or Sales and Marketing or equivalent. CIM