Head of Warranty Services (Customer Service & After-sales)

Mô tả Công việc
1. Oversee and manage overall Customer Service (CS) operations
Lead and manage the end-to-end operations of the Customer Service function, including call center and warranty system operations
Ensure all customer requests are properly received, categorized, processed, and responded to in accordance with established procedures
Monitor and coordinate the service workflow from call center → system → technical team → service completion
Oversee activities related to spare parts management
2. Manage warranty system and service network
Supervise warranty operations across branches and Authorized Service Centers (ASCs)
Coordinate between in-house technicians and ASCs to ensure service quality and turnaround time
Track and resolve delayed, backlogged, or exception cases outside standard processes
3. Team management and development
Lead recruitment, training, and development of Customer Service and technical teams
Assign tasks, provide guidance, and support team leaders in managing their teams
Foster a collaborative and high-performance working environment across functions
4. Customer experience management and complaint handling
Establish and maintain customer service standards across the organization
Handle complex complaints or cases requiring cross-functional coordination
Identify recurring issues and propose improvement actions
5. System management and process improvement
Develop and standardize processes for warranty intake, handling, and tracking
Collaborate in the implementation and optimization of management tools (e.g., CRM, ticketing systems)
Propose solutions to improve operational efficiency and minimize errors
6. Internal collaboration and partner management
Work cross-functionally with relevant departments to resolve customer-related issues
Act as the main point of contact for warranty partners and Authorized Service Centers
Monitor and evaluate collaboration effectiveness with internal and external stakeholders