Job Description

Education: A bachelor\'s degree in business administration, management, engineering, or a related field is often preferred. Advanced degrees or certifications in management or relevant technical areas can be advantageous.Experience:

• Proven experience in service operations management, preferably in a similar industry.
• Demonstrated success in leading and managing teams, with a focus on achieving operational targets and delivering excellent customer service.
• Experience in sales or business development roles, with a track record of meeting or exceeding sales targets.

Technical Knowledge:

• Strong understanding of service processes and best practices.
• Familiarity with relevant technologies and tools used in service management, such as RM systems, ticketing systems, and analytics tools.
• Knowledge of industry-specific regulations, standards, and compliance requirements.

Managerial Skills:

• Excellent leadership and people management skills, with the ability to inspire and motivate teams.
• Strong decision-making and problem-solving abilities, especially in high-pressure situations.
• Effective communication skills, both verbal and written, to interact with internal teams, customers, and stakeholders.

Customer Focus:

• A customer-centric approach, with a commitment to delivering high-quality service and ensuring customer satisfaction.
• Ability to anticipate customer needs and proactively address issues or concerns to maintain positive relationships.

Sales Acumen:

• Understanding of sales principles and techniques, with the ability to develop and implement sales strategies.
• Capability to identify sales opportunities within the service department and effectively communicate value propositions to customers.

Analytical Skills:

• Proficiency in analyzing data and interpreting metrics to drive informed decisions and continuous improvement initiatives.
• Ability to use data-driven insights to optimize service operations and maximize sales performance.

Adaptability and Innovation:

• Flexibility to adapt to changing business needs and market dynamics.
• Creative thinking and innovation mindset to develop new service offerings or improve existing ones to stay competitive.

Teamwork and Collaboration:

• Strong collaborative skills, with the ability to work effectively with cross-functional teams to achieve common goals.
• Commitment to fostering a positive work environment and promoting teamwork and cooperation among team members.

Ethical Conduct:

• High level of integrity and ethical conduct, with a commitment to upholding company values and standards in all interactions and decisions.

ResponsibilitiesMonitoring Service Operations:

• Oversee the day-to-day activities of the service department.
• Ensure timely and quality service delivery to customers.
• Monitor service metrics and key performance indicators (KPIs) to identify areas for improvement.
• Address customer inquiries and concerns regarding service quality and satisfaction.
• Develop and implement procedures to enhance efficiency and effectiveness in service delivery.

Planning Service Sales:

• Collaborate with the sales team to understand customer needs and preferences.
• Develop service sales strategies to meet revenue targets.
• Identify opportunities for upselling or cross-selling service offerings.
• Create service packages and pricing structures based on market analysis and customer feedback.
• Track service sales performance and adjust strategies as needed.
• Customer Relationship Management:
• Build and maintain strong relationships with existing and potential customers.
• Gather feedback from customers to improve service offerings and customer experience.
• Address customer complaints and ensure prompt resolution.
• Act as a liaison between customers and internal teams to facilitate smooth service delivery.

Team Management and Training:

• Recruit, train, and supervise service department staff.
• Conduct performance evaluations and provide feedback to team members.
• Foster a positive work environment and promote teamwork and collaboration.
• Provide ongoing training and development opportunities to enhance team skills and knowledge.

Benefits

• Medical Claim up to RM600 yearly
• Maternal Leave
• Public Holiday

Additional Benefits

• Annual Leave
• EPF / SOCSO / PCB
• Medical and Hospitalisation Leave
• Performance Bonus
• Company Trip

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