This role is responsible for overseeing the overall customer service team, ensuring exceptional customer through efficient problem resolution and continuous improvement of service delivery.

Educational/Work Experience

• A bachelor’s degree in administration and management or a related field
• At least one (1) year experience in service management or a related role
• With knowledge of service management principles, processes and best practices

Qualifications

• Excellent communication, interpersonal, and relationship building skills
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges
• A commitment to delivering outstanding customer service
• Strong analytical, interpersonal, and relationship building skills
• Detail-oriented but able to quickly grasp the big picture
• Strong leadership skills
• Advanced proficiency in MS Office (Word, Excel, PowerPoint)
• Strong experience in the administration of CRM software
• Willing to work on extended hours, holidays and rest day
• Willing to travel to various branches for fieldwork

Essential Functions

• Assist the Service Manager in resolving escalated branch issues, providing support and guidance.
• Aid in compiling and analyzing reports to track service performance and identify areas for improvement.
• Support the implementation of process changes and improvements, ensuring alignment with company standards.
• Coordinate with branches and brands to organize customer service representative (CSR) orientations, ensuring consistency across locations.
• Develop plans for CSR orientations and training sessions to enhance team capabilities.
• Update the Operations team on process changes for revisions in the operations handbook, ensuring accurate documentation.