General Manager - Group service

Job Description:

• Manage Premium Group Aftersales service department operations.

• Responsible for all service matters for all brands under Premium Group of Companies.

• Achieve the sales and profit target for service sales.

• Manage complaints cases in an efficient and orderly manner.

• Help to develop a customer service policy for Group Aftersales department.

• Communicate with principals on Group Aftersales customer service matters.

• Be responsible for the service quality, development and its harmony within the designated teams.

• Facilitate senior management to achieve the overall aftersales KPI.

• Be responsible for (CEM) customer experience management’s rating.

• Liaise with other departments in ensuring that customers’ needs are met; on-time delivery, customer treatment, quality of repair, reasonable cost, etc.

• Oversee and supervise the work of the subordinates and ensure that the Group service department works in an efficient and professional manner.

• Follow up on outstanding bills pertaining to service and repair.

• Facilitate Warranty Manager to better control on claim submissions with service advisors to avoid unwanted charge back

• Establish and maintain good relationships with customers, business partners, stake holders and authorities.

• Promote and encourage customer loyalty and customer retention.

• Perform any other duties as and when assigned

Job Requirements:

• Minimum degree or similar academic discipline.

• Preferably at least 5 years’ of relevant experience as Senior Manager or similar capacity.

• Proven track record with strong negotiation, interpersonal and leadership skills.

• Positive, high integrity, organised, resourceful and high level of commitment and drive.

• Good business acumen with excellent problems solving skills.