About The Role
Reporting to the Regional Sales Manager with a dotted
reporting line to the Fleet Operations Manager, the Service Center Associates
will manage our Service Centers. The key role will be good customer service to
all customers that come to the service center, sales conversion, stock
management, troubleshooting, and escalating all aftersale issues reported by
the customers through the service centers. 50% of the role expectation is
highly centered around sales with overall support for the shop operations and general
management.
Key Responsibilities
Customer Service
Maintaining a positive, empathetic, and professional
attitude towards customers at all times.
High-level knowledge of all SunCulture products with
the ability to address all questions asked by customers
Acknowledging and resolving customer complaints
within stipulated SLAs.
Communicating with customers through various channels
and responding promptly to customer inquiries.
Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
Ensure service center operational standards are
adhered to.
Be the lead in monitoring and maintaining the
required stock levels at the service center by conducting regular stock takes
and ensuring a majority of components needed by the team/customers are
available at the service centers.
Promote the SunCulture brand by ensuring the service
center is kept clean and tidy at all times noting the operation hours of the
Sales and Service Centers are 9am to 5pm Monday to Friday and 8am to 12pm on
Saturday.
Assist in sales/after sales requests placed by
various customers and team members.
Follow up on customer issues to resolution by
following the stipulated aftersales escalation process.
Aftersale
Ensure all aftersale issues are raised via a ticket
and track records of customer interactions, comments, complaints, and aftersale
issues.
Providing feedback to all customers in reference to
their queries and aftersale issues.
Troubleshoot all aftersale issues, resolve
non-technical issues, and escalate to the aftersale product team any issue not
resolved at the service center level.
Ensure all spare parts are available in the service
center and proper inventory management.
Generate all reports in reference to service center
activities and stock level.
Sales
Work closely with the Regional Sales Manager in
developing and establishing clear sales KPIs (that is sales targets, lead
generation and sales call logs to be achieved daily and Quality Assurance [QA]
90% score). The assigned sales targets and corresponding commission is as
guided by our commission structure.
Achieve lead generation targets and ensure constant
follow-up on leads in order to convert them to sales.
Initiate selling tactics that will ensure leads are
converted I.e conducting demos, sourcing to market activities and customer
referral programs.
Qualifications
A Diploma or Degree in Business Administration (Sales
and Marketing option), our Customer service will be an added advantage.
At least 2 years of proven experience in sales or
customer service.
Proven track record of successfully meeting sales
targets.
Outstanding interpersonal skills with the ability to
interact freely with customers.
Ability to think and properly plan the day-to-day
work, proper inventory management, and tackle customer complaints.
High EQ with the ability to work under pressure, and
meet deadlines, and targets set.
Passion for customer service, the industry, and
current trends adaptable for SunCulture.
Independent thinker with proactive decision-making
capabilities.
Comfortable with ambiguity and experience working in
a dynamic environment.
Be organized and be an expert in time management-
both at personal and team levels.
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