Service Operations and Sales Management

Job Description

• Directly reporting to Service Manager and Service Director
• KPI Management, handles and monitor all related KPI includes, corrective action plan and execution

Service Center Operations Management 20%

• Daily monitoring of pending backlogs
• Daily coordination with Hotline for any pending offline customer escalations and complaints
• Handles DTI cases includes final resolution
• Conducts targeted training focus in customer service improvement, operations system etc.
• Perform service center operations audit includes data analysis, recommendation and timeline closure

Service Sales 80%

• Responsible in creating programs to increase the service sales for mobile & laptop accessories & spare parts
• Handles the daily monitoring of all 2C and 2B service sales
• Creation of network and different channels for the accessory sales