Customer Service Manager

Develop customer service manual (procedures, policies, and standards) for the department and lead the team to operate as per the policy. The team will include one assistant, local technicians, and sub- contracted technicians.

• Address customers’ inquiries and complaints (in-warranty and out-of-warranty) through telephone, email, letter, face-to-face and so on
• Handle and solve customers’ complaints successfully by investigating their problems thoroughly
• Issue refunds and compensation to genuine customers’ complaints
• Maintain accurate records of discussions or correspondence with customers (that includes customers’ complaints, major problems investigated, the time taken to solve particular problem etc.)
• Records must be reported to Director once a week in a proper format
• Manage and Order the Spare Parts from Vendors as and when required
• Manage Accounts of all Technicians – whether salaried or outsourced
• Coordinate with Sales and Marketing Manager to discuss ways to improve customer service
• Assist and advice customers in operating company’s products correctly
• Train employees and technicians to deliver a high standard of customer service