This position leads and directs the entire Customer Service and Quality Support department. She/he is responsible for ensuring quality requirements are met and as well as creating customer satisfaction and meeting customer’s expectations.
You will be tasked with:
Quality
- To ensures that the QMS processes are established, implemented, and maintained.
- To involve review and planning of internal audits, discussion with process owners, or even review of the processes in person to ensure they are properly maintained.
- Report to “top management” on the QMS performance and where improvements are needed.
- Conduct safety, quality and environmental system compliance audits
- To ensures that the QMS processes are established, implemented, and maintained.
- Review and verify inspection records, identifying and documenting any quality non-conformances, including root cause analysis, corrective actions and preventive measures.
- Assessment of customer requirements by liaising with relevant parties on managing queries, feedback, complaints and returns.
- To perform products and in-process acceptance activities based on approved specification and documentation as defined in respective process SOP.
- To review maintain and update company’s ISO documentation, and ensure compliance with the requirement of ISO Standard.
- To plan and perform a yearly internal and external audit.
Customer Service Support
- Develop and implement customer support policies and procedures that support employees to proactively handle and resolve customers’ issues promptly and effectively.
- Establish and harmonise all customer care processes with corporate initiatives including reporting and resolution processes.
- Establish, track and monitor customer satisfaction standards and other performance metrics.
- Manage coverage of telephone, email and remote-diagnostic service support to customers to provide technical support in a timely and effective manner for all our products.
- Liaise with customer and suppliers on products/ systems/ services delivered to meet the quality requirements.
- Assessment of customer requirements by liaising with relevant parties on managing queries, feedback, complaints and returns.
- To perform any other duties as assigned and required.
We regret to inform only shortlisted candidates will be notified.
Salary will commensurate with education and experience.
