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You will be responsible for overseeing the daily operations of the service center, ensuring high-quality customer service, efficient repair processes, and adherence to company policies. This role involves managing a team of technicians and support staff, maintaining inventory, and optimizing service operations to enhance customer satisfaction and business performance.Key Responsibilities:
Service Operations Management
- Oversee and manage daily operations of the mobile service center.
- Ensure timely and high-quality repairs of mobile devices.
- Implement standard operating procedures (SOPs) for efficient workflow.
- Monitor service turnaround times (TAT) and work towards improving efficiency.
Customer Service & Satisfaction
- Maintain high levels of customer satisfaction by ensuring smooth service delivery.
- Handle escalated customer complaints and provide effective resolutions.
- Train staff on customer service best practices.
- Gather customer feedback and implement improvements.
Team Management
- Supervise and mentor technicians, front desk staff, and support teams.
- Conduct performance evaluations and provide feedback.
Inventory & Spare Parts Management
Monitor stock levels of spare parts and order supplies as needed.
Qualifications & Requirements:
- Bachelor's degree in Business Administration, Engineering, or a related field.
- 3-5 years of experience in a service center, preferably in the mobile industry.
- Strong leadership, problem-solving, and decision-making skills.
- Excellent communication and customer service abilities.
- Proficiency in inventory management and service operations software.
- Knowledge of mobile phone hardware and repair processes is an advantage.
Key Performance Indicators (KPIs):
- Customer satisfaction score (CSAT)
- Service turnaround time (TAT)
- First-time fix rate (FTFR)
- Revenue and profitability of the service center
- Employee performance and retention
技能
Antpower Tech Private Ltd
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