General Manager - Group Service

• Manage Premium Group Aftersales service department operations.
• Responsible for all service matters for all brands under Premium Group of Companies.
• Achieve the sales and profit target for service sales.
• Manage complaints cases in an efficient and orderly manner.
• Help to develop a customer service policy for Group Aftersales department.
• Communicate with principals on Group Aftersales customer service matters.
• Be responsible for the service quality, development and its harmony within the designated teams.
• Facilitate senior management to achieve the overall aftersales KPI.
• Be responsible for (CEM) customer experience management’s rating.
• Liaise with other departments in ensuring that customers’ needs are met; on-time delivery, customer treatment, quality of repair, reasonable cost, etc.
• Oversee and supervise the work of the subordinates and ensure that the Group service department works in an efficient and professional manner.
• Follow up on outstanding bills pertaining to service and repair.
• Facilitate Warranty Manager to better control on claim submissions with service advisors to avoid unwanted charge back
• Establish and maintain good relationships with customers, business partners, stake holders and authorities.
• Promote and encourage customer loyalty and customer retention.
• Perform any other duties as and when assigned

Job Requirements:

• Minimum degree or similar academic discipline.

• Preferably at least 5 years’ of relevant experience as Senior Manager or similar capacity.

• Proven track record with strong negotiation, interpersonal and leadership skills.

• Positive, high integrity, organised, resourceful and high level of commitment and drive.

• Good business acumen with excellent problems solving skills.