THE COMPANY :

• European multinational company
• Brand owner, manufacturer and marketer : forklift, truck & warehouse equipment
• Hong Kong office : sales & after-sales service office
• We are looking for ASST CUSTOMER SERVICE MANAGER – with details as follows :

THE JOB :

• Report to Customer Service Manager
• Focus on establishing strong customer relations with identified customers and fleet customers including on-site visits.
• Setup of SLA (service level agreements)/dashboard for the identified customers.
• Review and assess customer service contracts and rental contracts with for the identified customers, working closely with Sales Manager to minimise termination of contracts.
• Ensure that Salesforce CRM for identified customers are kept up to date to provide data driven decision making. For example: accurate labour and parts costs in customer profitability report to drive contract renewal decision.
• Work on used trucks and used parts management as part of rental fleet returns in optimizing rental fleet utilization and rental margin.
• Work on continuous improvement of customer service operations based on internal feedback (sales teams) and external feedback (customers, survey follow-up).
• Coordinate and manage customer service projects and initiatives as required by management.
• Tertiary education
• 5+ years customer service or related experience
• 2+ years supervisory or senior level
• Experience in automotive / vehicles / trucks is a big plus
• Knowledge in after-sales service / service contracts / rental contracts is a big plus
• Excellent verbal communication, and the ability to convey important information clearly and effectively.
• People person, able to provide excellent customer service.
• Quick decision-making and problem solving abilities.
• Confident, proactive, and willing to take on workplace challenges.
• Proficiency in CRM systems. Experience in Salesforce a plus.
• Proficiency in MS Office applications
• 5 days work
• Annual leave : 12 days
• Birthday leave
• Medical & dental insurance

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