Position ID: req41935
Sector: BA APAC & MEA
Functional Area: Consumer Care/Customer Care
Location: Jakarta
Number of Openings: 1
Reporting to: Head of Ownership Solution
Employment Type: Permanent
Apply By: 20th August 2023
Be part of something bigger. Decode the future.
At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home.
All about the role:
This is a Service Operation Manager. You are responsible in manage After Sales Service and Customer Care functions to meet After Sales Service Goals and maximizes consumer operational performance by providing help desk resources and technical advice, resolving problems, warnings, and new techniques, detecting and diagnosing training needs.
What you'll do:
- Assisting in the development of a customer service policy for the company and ensure that coverage by ASC is sufficient to meet consumer needs.
- Maintains customer satisfaction by providing problem-solving by Achieving SLA service cycle time 72 hours.
- Ensures the warranty claims accuracy according to Quality System data report.
- Handling system database and continuous improvement on business process.
- Open service network and performance to meet consumer care KPI.
- Conduct technical training for troubleshoot safety, operational procedures, product and equipment.
- Drive transformation of field operation which include expand/strengthen service network in line with business needs; and introduce Electrolux branded services into major cities in Indonesia (nationwide).
- Manage Electrolux branded service partners (ESC or ESP) to ensure deliverables in both experience metrics & commercial metrics.
- Ensure the adequate working condition in service center by maintain a tools, equipment and service center facility.
- Candidate must possess at least Bachelor's Degree in Engineering (Electrical/Electronic) or equivalent.
- At least 5Year(s) of working experience in the related field and same Industry
- Knowledge and experience in HVAC is a plus
- Preferably Manager/Assistant Manager specialized in Customer Service or equivalent
- Good in managing people
- Target oriented
- Have experience in controlling Authorized Service Center
- Excellent in using Ms. Office and other related software for Service Center
- Good at training delivery to Authorized Service Center
- People leadership, have clear communication and direction to subordinate.
- Both reactive and proactive, you work efficiently and flexibly to deliver results.
- With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs decision-making.
- You build trust, good working relationships and communicate effectively with your colleagues and across functions. You can manage changing priorities with ease.
You will be based in our Jakarta Office.
Benefit highlights:
- Flexibility of work hours.
- Discounts on Electrolux products and services.
- Medical & Hospitalization coverage for both employees and dependents.
- Dental & Optical.
Find more on:
Electrolux APAC & MEA: https://www.linkedin.com/company/electrolux/life/apacmea/
Electrolux