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AGENSI PEKERJAAN DREAM CAREER SDN BHD

Marketing Coordinator (Bukit Minyak Penang)

Full-time

Bukit Mertajam, Penang

Sales / Marketing

1 week ago

Quick Apply

AZEO Sdn Bhd

Sales Specialist (B2B)

Full-time

Kuala Lumpur, Federal Territory of...

Sales / Marketing

6 days ago

Quick Apply

Ample Formula Sdn Bhd

Sales Admin Assistant

Full-time

Shah Alam, Selangor

Sales / Marketing

5 days ago

Quick Apply

STRATEL (MALAYSIA) SDN BHD

Pre-Sales Engineer

Full-time

Petaling Jaya, Selangor

Sales / Marketing

4 days ago

Quick Apply

IMIKA EMPIRE SDN. BHD.

AFTER SALES MANAGER

Full-time

Ipoh, Perak

Customer Service

5 days ago

Job Requirements:

Education

Bachelor's degree in Business Administration, Engineering, IT, Marketing, or a related field.
A master's degree is an advantage.

Experience

5–8 years of experience in after-sales service, customer service, or service operations.
At least 3-5 years in a managerial or supervisory role.

Skills

Strong leadership and team management skills.
Excellent customer service and relationship management.
Strong problem-solving and decision-making abilities.
Effective communication and interpersonal skills.
Negotiation and conflict resolution skills.
Good analytical and reporting capabilities.
Budget planning and cost management.
Proficiency in Microsoft Office and ERP/CRM systems (e.g., SAP, Oracle, Salesforce).
Ability to work under pressure and manage multiple priorities.

Key Competencies

Customer-focused mindset
Leadership
Strategic thinking
Results-oriented
Time management
Process improvement
Attention to detail
Adaptability
Collaboration
Accountability

Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT)
Customer retention rate
Service response time
First-time fix rate
Warranty claim turnaround time
Service revenue growth
Complaint resolution time
Team productivity
Service cost efficiency

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.