Head of Operations (Philippines)

Responsibility:

• Ensure all inbound queries raised by customers on company products are addressed by a dedicated customer service support center in a timely manner.
• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
• Manage all customer retention activities and proactively identify potential areas for improvement and implement solutions.
• Monitor the daily fitment statistics and be responsible for technicians productivity.
• Analyze, identify, and report on industry trends, to review on the feasibility of new product development.
• Provide products and systems training to internal employees and customers when required.
• Review and approve all billing reports from various service providers.

Requirements:

• Bachelor Degree in Engineering with outstanding academic performance
• Minimum of 5 years experience in team management. Experience in a similar industry is an added advantage
• Proven track record in customer service
• Proficient in English
• Excellent communication and interpersonal skills
• Hands-on and a positive attitude
• Technically independent with good initiative
• Strong analytical problem-solving skills with an out-of-box approach in providing solutions