The role involves overseeing the daily operations of the Service Admin team, ensuring the efficient processing of RMAs and claims while upholding high standards of customer satisfaction. This role requires team leadership, process improvement, and coordination with internal and external stakeholders to enhance service quality.
Key Responsibilities:
- Oversee daily operations and delegate tasks within the Service Admin team.
- Provide coaching and guidance to team members to achieve performance goals.
- Ensure accurate and timely processing of RMAs and claims, maintaining up-to-date logs.
- Manage escalated customer issues and supervise team interactions.
- Oversee returned materials and conduct regular inventory checks.
- Collaborate with vendors for claims resolution and timely credit or replacement.
- Prepare performance reports and coordinate with other teams to enhance service delivery.
Job Requirements:
- Diploma or Bachelor's degree in Business Administration, Customer Service, or a related field preferred.
- At least 2 years of experience in customer service admin roles and leadership experience is an advantage.
- Strong organizational and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Detail-oriented, with the ability to multitask and manage time effectively.
