Customer Success Manager - Customer Service and Repair
6 days ago
Key Responsibilities:Customer Service ManagementLead and manage the after-sales support team to deliver excellent customer service.Handle escalated customer complaints and ensure timely resolution.Monitor customer satisfactio...
Key Responsibilities:
Customer Service Management
- Lead and manage the after-sales support team to deliver excellent customer service.
- Handle escalated customer complaints and ensure timely resolution.
- Monitor customer satisfaction and implement improvement initiatives.
- Build long-term customer relationships to improve loyalty and retention.
Service Operations
- Oversee repair, maintenance, warranty, and return (RMA) processes.
- Ensure service requests are completed within agreed service level agreements (SLAs).
- Develop and improve after-sales service policies, procedures, and workflows.
- Monitor service turnaround time (TAT) and productivity.
Warranty & Technical Support
- Manage warranty claims
- Coordinate with technical support teams on product troubleshooting and repairs.
- Analyze recurring technical issues and recommend corrective actions.
Retail Store Support
- Support retail outlets with after-sales service processes and customer issue resolution.
- Coordinate with store managers to ensure consistent service standards.
- Monitor service performance across multiple retail branches.
- Ensure service counters are adequately staffed and equipped.
Inventory & Spare Parts Management
- Manage spare parts inventory to ensure availability.
- Coordinate stock replenishment with procurement and suppliers.
- Minimize obsolete inventory while maintaining service efficiency.
Cross-Functional Collaboration
- Work closely with Sales, Retail Operations, Logistics, Procurement, and Technical teams.
- Coordinate product recalls and service campaigns when required.
- Provide customer feedback to product management and vendors to improve product quality.
Job Requirements:
- At least 4 years of customer service experience
Perks & Benefits
- Allowance (travel stipends, transportation, etc.)
- Personal development opportunities
- Paid training and development
With experience over 15 years in IT retail, IMIKA reach a benchmark of over RM100 million sales per year. Our Company Based in Ipoh, our HQ is at No.1, Jalan Greentown 4, Greentown Nova, 30450 Ipoh. We are now operating with over 30 branches across Malaysia.
We promoting a simple business model - selling laptop priced below RM1000 with 2 year-warranty. We believe in retail industry, everything should be made simple for both company and our customer. as long as the result is meet the expectation. Avoid the unnecessary. This is the working attitude that we are promoting.
