Job Summary:
The Service Centre Manager is responsible for managing the post-sales service operations for end-user computing products and services. This role involves ensuring a superior customer experience, managing post-sales deliverables, and leading a team of service professionals to meet and exceed service quality standards.
Key Responsibilities:
Customer Experience Management:
- Ensure a high level of customer satisfaction by delivering prompt and effective post-sales services.
- Handle customer complaints and escalations promptly and professionally.
- Conduct regular customer feedback surveys and implement improvements based on feedback.
- Develop and implement customer service policies and procedures to enhance customer experience.
- Post-Sales Service Management:
- Oversee the post-sales service operations including repairs, maintenance, and support for end-user computing products.
- Coordinate with other departments (e.g., sales, logistics, technical support) to ensure seamless service delivery.
- Monitor and manage service level agreements (SLAs) to ensure timely and quality service delivery.
- Maintain accurate records of service activities, customer interactions, and issue resolutions.
Team Leadership and Development:
- Lead, mentor, and develop a team of service professionals to achieve high performance and service excellence.
- Conduct regular training sessions for the team to keep them updated on the latest products, services, and customer service techniques.
- Set performance goals, conduct performance reviews, and provide constructive feedback to team members.
Operational Excellence:
- Optimize service processes to improve efficiency and reduce turnaround times.
- Implement best practices and continuous improvement initiatives to enhance service delivery.
- Ensure compliance with company policies, industry regulations, and safety standards.
Reporting and Analysis:
- Generate regular reports on service performance, customer satisfaction, and operational metrics.
- Analyze data to identify trends, areas for improvement, and opportunities for service enhancement.
- Present findings and recommendations to senior management for strategic decision-making.
Qualifications:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of experience in a service management role, preferably in the IT or end-user computing industry.
- Proven track record in managing post-sales service operations and customer experience initiatives.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Proficiency in using service management software and tools.
- Strong analytical and problem-solving skills.
- Customer-oriented mindset
- Strong organizational and multitasking abilities
- Ability to adapt to changing circumstances and manage multiple priorities
- High level of integrity and professionalism
- Strategic thinking and ability to drive process improvements
