General Manager - Group service

Job Description: • 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.