Senior Service Operations Director
3 days ago
Jie Business Sdn Bhd (Formerly known as Oppo Electronics Sdn Bhd) is seeking a seasoned professional to lead our customer service operations.
Main Responsibilities- Develop and execute strategic plans for online and offline service networks based on service needs to ensure consistency in service standards.
- Utilize digital tools such as systems and service data dashboards (e.g., Power BI) to enhance customer service experience and satisfaction across multiple channels, including websites, app, service center and call center.
- Establish and implement a closed-loop Voice of Customer (VOC) management system to analyze satisfaction surveys, complaints, and service reviews, to ensure continuous improvements in service processes.
- Outlet Expansion: Lead site selection, partner evaluation and contract negotiations for offline service center in India, ensuring optimal service coverage in key cities and high potential areas.
- Operation Standardization: Develop and implement SOPs for outlet operations and customer interaction flow, including service processes, environmental standards and dress code, to ensure consistent service quality through regular operational audits and star-rating evaluation system.
- People Management: Oversee outlet recruitment, training and assessment with certification system, and monitor key performance index (KPI), such as staff productivity, space utilization, and per-service cost to optimize resource allocation.
- Customer Experience Optimization: Implement digital tools, such as smart diagnostics and remote support, and collaborate with marketing teams to design exclusive membership benefits and plan promotional activities, such as member day service discount.
- Proven 5 – 8 years of working experience as a Customer Service Manager or Operation Manager.
- Having working experience in automotive or consumer electronic or industrial equipment industries will be added advantage.
- Strong understanding in offline service center operations and after-sales supply chains.
- Familiar with India's local compliance regulations and logistics ecosystem.
- High data sensitivity with the ability to build cost models and scenario analysis to drive strategic decision.
- Able to lead and manage diverse team.
- Language: Mandarin and English.
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