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.
How To Apply
