Samsonite Group APAC & Middle East

Assistant Customer Service & Aftersales Manager

12 days ago

Save Job

Job Description

Duties of Assistant Customer Service & Aftersales Manager

Handles customer emails, phone calls, walk-in and live chats with accuracy and satisfactory answers to their queries and concerns.
De-escalate situations involving dissatisfied customers, assistance and support.
Managing the aftersales system to ensure all repair data is uploaded accurately
Closely follow up on customers’ cases and co-ordinate with customers when repairs are completed
Facilitate payments (if any)

Manages and co-ordinates with our 3PL repairer on the repair orders and ensure that all repairs are completed within the stipulated timeline.
Responsible to achieve precision in stock management by balancing inventory availability and cost effectiveness.
Set up and manage inventory and operations software.
Establishing and maintaining close collaborative ties with frontline team and channel managers for SAS matters.
To improve the service level of SAS team and SAS operations processes.
Liaise and work with regional team on product & repairs feedback.
Track KPIs and uphold strict warranty policy compliance.

Ideal Background of Assistant Customer Service & Aftersales Manager

Diploma/Degree holder.
Minimum 3 years in aftersales and customer service facing role.
Minimum 1 year in leadership role managing a team of customer service.
Experience supporting customer in technical support.
Good written and verbal communication skills to respond to customer feedback.
Have a positive attitude to adapt to the dynamic environment and strong ability to cope under pressure.
Independent, mature, confident and able to deal with a diversified community.
Self-starter who is results oriented and driven to deliver results.